The Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Key Responsibilities
- Maintains the support process and ensures that requests for support are handled according to the procedures.
- Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
- Identifies and resolves problems following agreed procedures.
- Carries out agreed maintenance tasks.
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
- Prioritizes and diagnoses incidents according to agreed procedures.
- Investigates causes of incidents and seeks resolution.
- Escalates unresolved incidents and follows up until incident is resolved.
- Provides service recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures.
- Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
- Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
- Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
- Maintains knowl