T0096 Technical Escalation / Technical Field Engineer

Job Purpose

Reporting to the Technical Field Team Leader you will be responsible for diagnosing issues remotely and/or repairing hardware/installing software on customer premises and be a point of escalation for technically complex and/or serious outages. 

Duties and Responsibilities

  • Ensuring all hardware and software is repaired and functioning to the highest standards and in accordance with company procedures.
  • Ensuring that you are up to date with the latest technical developments enable the company to provide the best solutions to its customers.
  • This role requires covering a large geographical area.
  • Provide technical assistance to other engineers across the group as and when required.
  • As an escalation engineer be available outside of normal working hours to handle complex or serious outages.
  • When required assist with installation work as a defined secondary function. 

Collaboration and Relationships:

  • Work closely with Technical Field Team Leader and Field Co-ordinators to ensure our customers are kept informed and receive the best possible level of service. 


Knowledge, Skills and Experience

Your qualifications

  • There are no required qualifications however preference will be given to candidates with Microsoft or other vendor certification.
  • A commitment to gain Microsoft accreditation as part of a training and development plan. 

Your skills & knowledge


  • Extensive experience of Microsoft Server & Desktop operating systems
  • Extensive HP Server & Workstation Maintenance experience
  • Server disaster recovery experience
  • Virtualisation technology (VMware & Hyper-V)
  • Switch configuration & diagnostics
  • Firewall configuration & diagnostics
  • Router configuration & diagnostics
  • Microsoft Exchange
  • TCP/IP Networking, Wide Area Networking & Routing 


  • Cisco technologies
  • Symantec backup software
  • Mitel hardware
  • Enterprise anti-virus software e.g. Sophos 

Your behaviours

  • You are a member of a team of people, the success of which partly depends upon professional interaction with each other.  The Technical Field Escalations Engineer has a responsibility to play his/her part in this and to demonstrate courteous consideration for all other team members at all times and ensure their staff also take this responsibility seriously.


Closing Date: 
Friday, December 29, 2017 - 17:30

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