IT Project/Field Engineer

Although we work in the technology industry, customer service is of main importance when it comes to our business. Your day-to-day role will be installing solutions as a defined project for our clients. This could be anything from a single PC installation to a full VoIP rollout. Your advanced technology skills will be required to implement projects with minimal business interruptions or problems for our clients. This role will be a mix of remote and client location installations, which may also include attending pre and post project meetings with the client.

This role requires 3+ years’ experience in a Remote Support or similar role within the IT industry.

Responsibilities and expectations of the role:

One of the main responsibilities of the role is being accountable for your own performance. We strive to deliver an excellent customer experience – every time! Here is the list of skills (but not limited to) you’ll need to make this role a success:

· Excellent verbal and written communication skills, as you’ll be documenting your work within our PSA (Professional Services Automation) system on every customer request.

· Communication! We expect a high level of communication whether that be to update customers on their projects, communication internally to discuss tickets/projects or seeking assistance or lastly, interdepartmental communications or escalating to a line-manager.

· Detailed & Accurate – these are the traits that are essential in delivering projects. Ensuring we are detailed orientated around the scope we have been given, as well as documenting the work carried out. Accuracy is key to delivering to the client expectations with minimal business impact.

· The ability to deal with a healthy balance of pressure. Due to the nature of the fast-paced requests coming in, your ticket queue, phone calls, emails and being attentive to any alerts – we require someone who can keep ‘calm’ and ‘positive’ – these are the attributes that make candidates in this role a success.

· There will be an expectation for you to become a ‘Product Champion’ of a particular tool BCS use or sell onto customers. A product champion ultimately means you being a ‘guru’ in this area. This responsibility means you will have the best understanding of the product and keep up to date on future developments of that product, whilst working on a great vendor relationship. You will be in charge of internal training and documentation around the specific product.

· Client visits. For any projects we are unable to implement remotely, we will need to attend site to complete. You’ll need to be presentable and show a high level of professionalism whilst keeping the client up to date on progress throughout the project process.

Skill required for the role:

· A high level of technical understanding and skill to complete a project from start to finish.

· Passion for technology, and how it can help drive client success and hit their business goals.

· Care. Customer service is everything to us, so providing a high level of care to every request is important.

· Positivity. Experience has shown us that being positive through the good days as well as the not-so-great days, keeps the team motivated and creates a productive and enthusiastic work environment.

· Technology is ever evolving, so you’ll need to be driven to continue to learn and adapt to the forever changing landscape of technology and security.

· A valid UK driving license.

Key Performance Indicators (KPIs) measured:

We measure multiple Key Performance Indicators throughout the business, however, here are the key KPIs measured for the ‘Project Engineer’ role:

· Customer satisfaction (CSAT) score.

· Gross Margin % - ensuring we are completing projects within budget to achieve a healthy gross margin %.

· Technology accreditation passes. We expect a minimum of 2 accreditations to be gained every year. Full training costs will be covered by BCS.

· SLA adherence.

Terms and timings:

This is a Monday to Friday 0900 – 1700 role.  Due to this role also requiring client visits (as\when required), travelling may be required outside of the standard hours to ensure you are onsite for 0900.