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Service Systems Support Engineer vacancy in Manchester (089ww)

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Location: Manchester
Region: North East
Salary: Competitive
Vacancy type: Permanent
Sectors: Cyber/IT Security, Electronics, Engineering, IT/Telecoms, Management, Project Management
Placed by: Ex-Mil Recruitment
Our Client is looking to employ a Service Support Engineer to join their growing team working with the Service Assurance Manager

Job Purpose
Reporting to the Service Assurance Manager the Service Support Engineer will be part of a shift-based team consisting of service and support engineers.
The Engineer will work closely with other Operational functions to ensure that multi-technology solutions are delivered and supported seamlessly for our customers.
The team is responsible for:
Remedial Maintenance
• Responding to Customer reported incidents (via NOC) within an SLA framework, ensuring all incidents are resolved or service restored within SLA.
Minor Works
• Ensuring Customers requests (Moves, Adds, Changes or Cancellations) are delivered within expected timeframes.
Preventative Maintenance
• Completing Customer Service Visits (CSV) to a planned schedule including customer equipment audits, equipment triage, cosmetic repairs & equipment programming.
• Installation of equipment and services at Company locations.
Project delivery
• Assist with Airport coverage testing, and product testing as required.
The technology scope is split between Radio and cellular based equipment with additional service scope including Unified Comms, Network, Wireless and M2M related technologies that, form part of shared platforms or dedicated solutions for customers,

Key Responsibilities
• Work as part of a team covering a shift rota
• Work as part of a team covering the on-call out of hours rota
• Standby to shift rota – Cover for annual leave / sickness / training
• Ensure that the overall performance of Service meets customer service level requirements & Service performance targets
• Maintaining customer satisfaction as per set targets and objectives.
• Ensuring HR procedures are followed.
• Ensure each all functions within Service operate in compliance with all SHEQ (Health, Safety, Environmental and Quality) & legal.
• Ensure all timesheets are completed and submitted in timely manner
• Ensure all expenses are completed and submitted in a timely manner
• Working with peers to ensure optimal delivery Ensure all activities are completed in conjunction with Company BMS
• Ensure all service requests are completed within agreed SLA
• Ensure all service tickets raised on SME are completed in a timely manner against our SLA’s to promote all departments and products within Company
• To comply with all Company working practices as per Operators Manual. As requested by the Service Delivery Manager, attend and complete service tickets received from the NOC in a timely manner to meet customer SLA
• To deliver Client Projects as requested. This includes the installation of vehicle radios, telemetry devices, WAMD devices and all Moves Additions and Changes (MAC).
• To complete CSVs as requested. This is to include the programming and refurbishment of Company assets at Company sites to a satisfactory standard. To complete tracker related work as requested. This is to include the installation, decommission and service response to all Company customer base
• Ensure company vehicles are kept to an appropriate level of cleanliness to promote the standard of Company when in the customer environment.
• To complete all training as required enabling knowledge base to grow with Company infrastructure.

Uphold the company image at all times

Key Qualifications and Experience.
• DAS installation
• Working with fiber remote units
• pulling in cable and installation
• Knowledge and experience Fitting RF Couplers and Splitters
• Excellent Knowledge and experience with DMR Radios
• Excellent Radio, Unified Comms and/or Network and I.T. technical and industry knowledge.
• Cellular / Wi-Fi knowledge
• Experience in vehicle installations covering radio / telematics / Wi-Fi
• Experience in programming radio templates – Motorola / Simoco
• Experience in radio repairs
• Excellent client facing skills with very strong verbal & written communication
• Able to work under own initiative and also within a team environment
• Clean driving license
• Experience of working under pressurized situations in delivering service & response activities where strict SLA’s are to be met.
• Available 5-year employment history

For more information, please contact Warren Wright at Ex-Mil Recruitment Ltd on 0333 202 6500 Ext 1, or [email protected] or via the website www.ex-mil.co.uk

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