Careers

Field Service Engineer – Ireland

Reporting to the Area Service Manager, you will be required to support our Managed Print, IT and Software Solutions. You will be responsible for the onsite and remote support of a range of hardware and solutions that includes items such as Multifunctional Print Devices (MFD’s), Printers, Laptop’s and PC’s.


The role is for a versatile support engineer, well versed with Microsoft workstation operating systems, Microsoft Office products, network cabling, printers, routers and general IT support. The role is expected to evolve over time in accordance with Apogee’s expectations and requirements and full training will be provided.


You will also have the hunger and capacity to embrace emerging technologies whilst at the same time have an understanding of legacy systems and their dependent technologies.


As a Field Service Engineer, your primary function is to provide on-site technical support to Apogee’s client base across the Republic of Ireland, coupled with the ability to support our clients remotely using troubleshooting processes and procedures to resolve service calls without the need to travel to site(s).

Responsibilities

  • Attending customer premises to perform on-site work, which will include fixing hardware faults, installing upgrades, project work and ad-hoc requests to support the client.
  • To carry out day-to-day tasks in a professional and courteous manner in line with the best interest of the company.
  • To carry out all calls in line with the service division Minimum Call Procedure guidelines.
  • Installation and / or relocation of, but not limited to, the following equipment at customer sites:
    o Print devices e.g. Single- Function, Multi-Functional, Wide Format etc.
    o PC’s / Laptops incl. peripherals e.g. Monitors, Keyboards, Mice etc.
    o Network Switches.
    o Routers.
  • To identify and advise management and colleagues of work efficiencies which can be implemented.
  • Flexible to complete work outside of working hours.
  • Prepared to travel and overnight stays.
  • Keeping the office informed of daily activity, particularly with arrival / departure times for each site visit.
  • Support the Apogee help desk when not completing field calls, remotely or field based.
  • Support the deployment and / or use of our remote monitoring software packages to help manage and support our services.
  • Ability to manage individual workload and associated teams in pressurised environments to agreed service level agreements.
  • Taking responsibility for your individual call queue as assigned, logging detailed and accurate information into Apogee’s Call Management systems. Ensuring all calls are updated and closed in a timely fashion.
  • To work closely with the Call Centre staff, notifying them of any relevant issues with customer equipment, spare parts requirements, software upgrades or expected delays to customers' premises.
  • Communicating with clients to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high.
  • Building customer relationships to ensure that the Engineer / Client relationship is trusted and strong.
  • Efficiently handling technical support incidents, requests and changes.
  • Perform software builds / rebuilds on Print Devices, PCs and laptops as required.
  • To complete all on line training and any Brainshark training required for your duties and to be kept updated.
  • To undertake hardware and software technical training to match the products and services that that company provides.
  • To work in a safe manner and ensure the work area is kept tidy and free from hazard as specified in the Apogee engineers handbook.
  • To wear a company-supplied uniform and be presentable at all times.
  • To respect the protection of the environment through being efficient with energy and other resources, pursuing the reduction of environmental impact where possible and fulfilling specific environmental duties where assigned.
  • To be responsible for all car stock / forward stock locations (FSL’s) within your remit, to ensure that all levels are accurately reported and appropriate.
  • To look for business opportunities on software, equipment and services, and pass the required information to the correct recipient.
  • To be responsible for all company supplied equipment including tools, laptop computers, software & Phone.
  • To escalate problematic software, equipment or customers to the Area Service Manager.
  • To be responsible for Installation Calls and service calls allocated to you, ensuring response times are met when in your control and that all parts or software ordered for equipment are applied in a timely manner, particularly when customer equipment is left down.
  • To assist in the installation and collection of customers Equipment when required, training customers on the use of the equipment and software if requested.
  • To implement all appropriate modifications and software updates and keep up to date with manufacturers’ technical bulletins and software upgrades.
  • To keep your vehicle used for business purposes in a clean and tidy manner and submit roadworthy condition reports as requested, ensuring it is serviced at the correct intervals and reporting any damage or problems immediately to the Fleet Manager, in accordance with Fleet policy.
  • To ensure that any location software supplied by the company is active during working hours, thus enabling call planning to be as effective as possible.
  • To ensure any vetting process required for your role, or requested by our customers, is completed in a timely manner.
  • To undertake any other reasonable tasks as requested by your line manager.

Person Specification

  • Flexible attitude to travelling where required as dictated by workload.
  • Full Clean Irish Driving License
  • Must have a high-level of integrity.
  • A professional attitude.
  • Excellent customer service skills.
  • Good time management.
  • Excellent organisational skills.
  • Ability to work under pressure to prioritise and multitask.
  • Very customer focused, proven track record of dealing with customers in challenging environments.
  • Excellent communication skills & telephone manner.
  • Methodical with an aptitude for attention to detail.
  • Able to work in a team as well as independently.
  • Adaptable and flexible to changing demands.
  • Proactive organisational skills with attention to detail.
  • Excellent interpersonal skills when dealing with peers and clients.
  • Have a responsible attitude to security and confidentiality.
  • Core Competencies
  • Experienced in servicing Multifunctional and Print devices.
  • Experience of desktop refreshes / rollouts of equipment.
  • IT experience/Knowledge highly desirable.
  • Knowledge of operating systems would be a distinct advantage.
  • Experience of software and driver installation.
  • Understanding of basic network terminology, e.g. IP addressing, DNS, SMTP.
  • Basic knowledge of a variety of IT related devices, including PC’s Laptops and smart devices.

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