Field Engineer

Field Engineer is responsible for supporting Cameo partners and customers, providing a great customer experience whilst articulating their skill set to triage, diagnose, and resolve customer incidents in a timely and high quality manner. The Field Engineer will interact with Cameo partners, customers, and end-clients to solve their issues. The role will also interact with the Cameo professional services team to assist in delivering a wide range of projects across the Cameo service catalogue.   

In this exciting role, you will provide support and service for our valued partners and customers. The role objective is maintaining infrastructure across many customer contracts. The role will also incorporate project delivery, working with the Cameo professional services team delivering a wide range of technical projects, and working across multiple technologies and vendors.

• The primary focus of the role is delivering support to a high standard, consistently and efficiently ensuring we get it right the first time, every time whilst hitting SLAs and KPIs and meeting with and exceeding customer Expectations.
• The role encompasses a range of responsibilities, providing support and expertise to our customers and internal teams in every aspect of the process from start to finish. Responsible for the successful onsite or remote installation and maintenance of products and solutions from the Cameo portfolio including Hardware break-fix.
• Successfully manage and progress technical queries where required from other members of the Operations and Delivery team in a timely manner.
• Perform all duties with the utmost security posture, adhering to business security and data compliance.
• Support the Operations and Delivery Team to ensure we are delivering an excellent level of customer service and meeting SLAs at all times.
• Managing and owning issues and queries through to resolution.
• To act as Project Lead on activities where required.
• Attending customer meetings to thoroughly understand client requirements, and timelines, including site health and safety, etc respond accordingly.
• Keep up to date on technology, and enhance your own skills by attending courses and training sourced both by the company and individually.
• Carrying out programming requests and responding to internal/external customer queries.
• Work closely with senior operational support team members to feedback on any technical issues that need technical bulletins creating or high-level investigation.
• Participate in learning and development to maintain product knowledge and deliver a valuable service.
• Focus on delivering excellent service to customers at all times by delivering services against SLAs and quality KPIs.
• Build effective and professional relationships with colleagues, customers, suppliers, and other stakeholders.
• Make a valuable contribution to 1-2-1 and appraisal meetings.
• Adhere to ad-hoc activities as determined by the Engineering Manager and Head of Operations.
• Contribution to the 24/7 out-of-hours emergency call-out required on a call-out rota.
• The ability to work flexibly when required in line with customer requirements and service delivery.
• Building strong working relationships with members of Cameos’s departments to arrange site visit allocation and other business arrangements.

Essential

Desirable

• A technical background to complement the multi-product and service offerings we provide at Cameo across Server Storage, IT, and Voice services.
• Good knowledge of IP networking, triage & diagnostics
• Following Cameo’s best practices at all times to ensure excellent customer service and ticket management.
• Excellent customer service and communication skills both written and verbal.
• Commercial awareness and understanding of Cameo’s business acumen.
• A solution-focused approach and proactive problem-solving to achieve the best possible outcomes for the customer and Cameo.
• To be able to follow detailed plans and instructions
• Ability to build rapport with partners, customers and vendors to successfully commission or resolve issues.
• Experience in working to and meeting tight deadlines.
• Flexibility to meet last-minute requirements.
• Willingness to work overtime when required both out of hours and on weekends (occasional).
• Cisco Certified Network Associate certifications and Professional CompTIA Network certifications.
• Full driving licence.

• Ideally certified or knowledge of working with Cisco, Fortinet,  HP, Dell, Oracle hardware would be of an advantage.
• A technical specialism, accredited to complement the multi-product and service offerings we provide at Cameo across Server Storage, IT, and Voice services.
• Knowledge and experience with Storage, Logistics, and Hardware break-fix services.
• Experience cabling with Cat 5/6 and Fibre would be an advantage.
• Knowledge of Voice trunking including SIP and using Wireshark would be of an advantage.

• Transferable skills supporting multiple technology stacks and vendors

Experience of working in a field environment. Good technical knowledge and practical skills.

To be able to follow safety procedures at all times, working carefully and with great attention to detail

• Personal growth within a supportive and collaborative role.
• The chance to gain experience working within a fast-paced Communications and IT company.
• Working with a team of highly skilled Individuals.
• Empowerment within your role to make decisions and improve processes to help further the performance of Cameo.
• Competitive salary.
• Chance for internal progression.
• Access to private healthcare (once probation period has been passed).