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Field Support Engineer

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Port of London Authority

28d ago

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

AI generated summary

  • You need NVQ Level 5 or equivalent in IT/engineering, 5 years' service experience, H&S knowledge, IT skills, driver's license, strong communication, problem-solving ability, and safety focus.
  • You will manage maintenance, diagnose faults, support end-users, escalate issues, ensure service availability, monitor systems, liaise with suppliers, install software, 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 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.

Where is the base location for the Field Support Engineer role?

The base location for the Field Support Engineer role is Gravesend, Kent.

What qualifications are required for this position?

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

Is knowledge of sensor equipment necessary for this role?

Yes, knowledge and experience in dealing with sensor equipment such as RADAR, microwave links, and VHF communications is essential.

Do I need to work at heights in this position?

Yes, the role involves working at heights, and full training and support will be provided to ensure safety.

What type of working environment can I expect?

You will be working across a wide range of locations, with equipment in places not everyone gets to go, often involving unusual technology and systems.

Are there any specific health and safety regulations I need to be familiar with?

Yes, knowledge of related H&S regulations such as PUWER, LOLER, Working at Height, and COSHH is required.

What training opportunities are available for this role?

We offer access to training with both internal and external courses, structured plans to guide personal development, and opportunities for continuing professional development.

Is there a customer service component to this job?

Yes, a strong customer service focus is a must, as the role involves engaging with end-users and ensuring excellent service delivery.

Will I have access to benefits such as medical and pension?

Yes, the benefits package includes a medical cash plan, a generous pension scheme, and various other perks.

Can I apply for this position if I require a visa to work in the UK?

No, the Port of London Authority does not sponsor candidates who require a visa or work permit to work in the UK. An offer of employment can only be made if you currently hold the rights to live and work in the UK.

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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.