Roaming Engineer

at  CLASS TECHNOLOGY SOLUTIONS LTD

WE ARE A LEADING MANAGED SERVICE PROVIDER IN THE EDUCATION SECTOR AND ARE LOOKING FOR A ROAMING IT ENGINEER TO COVER THE M40 AREA (NORTH AND WEST LONDON), TO FACILITATE CLIENTS VISITS TO SUPPORT THE ONGOING RUNNING OF THEIR SCHOOL’S NETWORK.

This is an exciting opportunity to join a highly recognized and always expanding IT solutions and managed service provider, working for a company that puts engineering excellence first. You will require some background in supporting infrastructures and Microsoft technologies.

REQUIREMENTS

• Two or more years’ experience managing Enterprise level Network infrastructures/a Service Desk.
• Ideally experience with Virtualisation (VMWARE or Hyper-V preferred).
• Cloud Services experience (Desirable, not essential).
• Professional qualifications (Degree / Masters in Computing) or Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE)) or equivalent, demonstrable experience.
• Other specialist IT specific qualifications i.e.: Aruba, Cisco, HP or other Enterprise level software/hardware.
• To be to drive and have a car.
• Experience in the education sector is desirable but not essential.
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1. Roaming Engineer

• To take ownership for a group of sites within the CTS array of clients and dealing with their 1st - 2nd Line Issues.
• To be the 1st Escalation Point for all technical issues within the client, and escalating to the CTS Helpdesk where appropriate.
• To think of solutions to common problems - a “can do” attitude.
• Provide a good level of technical expertise to all assigned customer networks.
• To visit a client site and work through an agreed list of issues and work with the Account Manager and/or the Senior Engineer on strategic decisions.
• To identify areas of Growth within the school from a Technical and Engineering front and escalate this to the account manager.
• Ability to effectively communicate (verbally and in writing) technical information to the client and commercial information to the account manager.

1. CTS Remote Helpdesk

• To be part of the team that respond to calls on the CTS Helpdesk.
• Dealing with incoming tickets in a professional, courteous manner over the phone, the centralized helpdesk and via email.
• Taking ownership of tickets and managing them in a logical and methodical manner - escalating these to a senior member of the team where needs be.
• Conducting full and through diagnostics with end users to enable ticket resolution.
• Keeping the Technical Services Manager abreast of all ongoing tickets, and their progress, at the end of each day.
• Escalation of calls to engineers with other knowledge, ensuring the Technical Services Manager is aware of these calls. Check in on the progression of these calls with the escalated engineer and feedback to the customer if appropriate.