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Field Support Engineer

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Port of London Authority

1mo ago

  • Job
    Full-time
    Senior Level
  • Engineering
    IT & Cybersecurity

AI generated summary

  • You need an NVQ Level 5 in relevant fields, 5 years of experience, H&S knowledge, IT/networking skills, a driving license, and a commitment to customer service and safety.
  • You will manage maintenance, resolve faults, communicate with users, log actions, oversee navigation systems, handle software/hardware deployment, and maintain documentation.

Requirements

  • High standard of education, with a minimum of NVQ Level 5 or equivalent in IT, computer science, electrical/electronic engineering or related topics, or equivalent relevant experience.
  • Good standard of English and Mathematics.
  • Minimum 5 years’ hands on experience in a comparable service-delivery role.
  • Knowledge, understanding and application of related H&S regulations e.g., PUWER, LOLER, Working at Height, COSHH.
  • Knowledge and understanding of the risks and relevant mitigations associated with the work of the team e.g., WaH, EMF and other hazards.
  • Willing and able to pass both medical and practical assessment to be able to work at height to an advanced standard.
  • Full driving licence.
  • Knowledge, understanding and experience of dealing with sensor equipment such as RADAR, microwave links, VHF comms etc.
  • Suitable and sufficient IP networking and IT skills to configure and maintain computer-based aspects of the sensor estate.
  • Ability and evidence of being able to investigate and pick up IT systems quickly.
  • ‘Tech curious’ and passionate about IT services and systems.
  • Process driven, with excellent attention to detail to ensure consistent high-quality services are delivered and compliance is maintained.
  • Ability to support system audits including the collection of logs and evidencing conformance.
  • Able to apply experience and able to adapt to unknown or new situations.
  • Pass and maintain security clearance as required by the PLA and third-party sites (BPSS and CTC required).
  • Customer focussed and striving for customer service excellence.
  • Able to communicate effectively both verbally and in writing.
  • Logical and methodical diagnostic approach to faults and problems.
  • Dynamic and self-motivated with good problem-solving capabilities and time management skills.
  • Committed to self-development and continuing professional development to maintain, refresh and update relevant skills.
  • Critical thinker with the ability to challenge appropriately and contribute to continual improvement.
  • Able to develop effective working relationships within the team.
  • Safety conscious and willing to develop and contribute to H&S practices within the team.

Responsibilities

  • Manage the maintenance function within the team, adapting to fast changing situations and competing priorities, ensuring that routines are completed, faults or follow-up works are captured, prioritised, progressed, and resolved efficiently.
  • Diagnose and resolve 1st and 2nd line faults, across the team’s range of systems and sensors in a professional and timely manner.
  • Act as a point of contact and ‘front of house’ for the team’s end-users.
  • Take ownership of Field related tickets, resolving wherever possible or escalating and working with other colleagues such as more senior engineers and suppliers to resolve and see issues through to completion.
  • Escalate issues promptly to appropriate colleagues, management team or suppliers as necessary.
  • Ensure that targets for service availability are met.
  • Ensure actions taken are logged, root causes are investigated and understood, and future requirements are captured. Ensure information is shared appropriately and customers or stakeholders are kept updated.
  • Lead on communication with the support team to ensure that planned or emergency works are communicated, and any impact is understood and mitigated where possible.
  • Monitor, maintain and administer equipment and services relating to the navigation systems estate for both performance and security.
  • Ensure the team has appropriate back-up of all systems in place for emergency recovery.
  • Liaise with external third parties such as suppliers and contractors operating within the confines of a support contract.
  • Install, configure, customise and deploy software and hardware within a defined sub-set of the team’s estate.
  • Update and maintain technical documentation and asset information.
  • Contribute to the development of maintenance and replacement plans, supporting recommendations with data from the helpdesk.
  • Work in accordance with agreed service levels and department processes, policies and procedures.

FAQs

What are the primary responsibilities of the Field Support Engineer?

The primary responsibilities include managing the maintenance function, diagnosing and resolving faults, acting as a point of contact for end-users, taking ownership of field-related tickets, monitoring and maintaining equipment, liaising with external third parties, installing and configuring systems, and updating technical documentation.

What is the salary for the Field Support Engineer position?

The salary for the Field Support Engineer position is £44,130 per annum, plus a 5% overtime allowance.

What qualifications are required for this role?

A minimum of NVQ Level 5 or equivalent in IT, computer science, electrical/electronic engineering, or a related field is required, along with at least 5 years of hands-on experience in a comparable service-delivery role.

Is working at height a requirement for this position?

Yes, candidates must be willing and able to pass both a medical and practical assessment to work at height to an advanced standard.

What kind of experience is essential for applicants?

Essential experience includes knowledge of sensor equipment like RADAR, microwave links, VHF communications, IP networking, and IT skills for configuring and maintaining computer-based systems.

Are there opportunities for training and development in this role?

Yes, the role offers access to both internal and external training courses, structured plans for personal development, and a commitment to continuing professional development.

How many days of annual leave do employees receive?

Employees receive 28 days of annual leave plus Bank Holidays.

Is a driving license required for the Field Support Engineer position?

Yes, a full driving license is required for this role.

Can candidates from outside the UK apply for this position?

No, the Port of London Authority does not sponsor candidates who require a visa or work permit to work in the UK; therefore, applicants must currently hold the rights to live and work in the UK.

What benefits are included in the benefits package?

The benefits package includes access to training, a medical cash plan, a generous pension, onsite parking with electric charging, access to occupational health services, a cycle to work scheme, and discounts on gym memberships.

Will there be interviews for shortlisted candidates?

Yes, team interviews will be used for shortlisting and face-to-face interviews will be held at Gravesend for selected candidates.

What skills are looked for in a candidate for this position?

Candidates should demonstrate excellent communication and problem-solving skills, a strong customer service focus, attention to detail, and self-motivation. They should also be able to work effectively both independently and as part of a team.

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Port of London Authority

Custodians of the tidal Thames

Transportation
Industry
201-500
Employees
1909
Founded Year

Mission & Purpose

As a trust port, the Port of London Authority has no shareholders and operates for the benefit of customers and stakeholders now and in the future. Our operations cover 95 miles of the River Thames, from Teddington to the North Sea. We work to keep commercial and leisure users safe, protect and enhance the environment, and promote the use of the river for trade and travel.