Field Engineer (Networking)

In this role you will provide first-line remote and onsite technical support to clients, proactively resolving incidents to meet SLAs. You will work with client IT environments, carriers and colleagues to diagnose and fix faults, while dispatching engineers and parts as needed. The role combines field engineering with problem-solving to restore services efficiently. You will collaborate across teams to ensure infrastructure is configured, installed and operational, delivering reliable, customer-focused service.

• tailored benefits supporting wellbeing
• Learning and Development opportunities
• flexible work options

• Install and test cabling between devices at customer data centres (fibre and copper) and use existing structured cabling as needed
• Attend fault calls on network devices at customer sites and resolve issues with remote or local teams
• Process dispatch requests and coordinate in-country dispatching of engineers and/or parts
• Ensure client-site infrastructure is configured, installed, tested and operational
• Install and configure software as required by the solution
• Proactively log incidents with sufficient detail and escalate when needed
• Liaise with clients, carriers and colleagues to expedite error diagnosis and resolution
• Investigate first-line support calls to identify root causes using knowledge articles
• Respond to alerts, escalate to L2 Field Engineer if unresolved within time limits
• Update incidents with progress and resolution details in the designated platform
• Apply tools and processes to track, log, and manage configuration items and changes
• Investigate system/process/service problems and assist with remedies and preventative measures
• Provide first-line remote and onsite technical support and field engineering services
• Report and escalate issues to third-party vendors when necessary
• Follow handover procedures for shift continuity
• Participate in rotas for out-of-hours coverage for engineering and dispatching

• Experience with installation and testing of fibre and copper cabling in data centre environments
• Experience attending fault calls and resolving device issues with remote or on-site teams
• Ability to handle dispatch coordination and in-country logistics
• Experience ensuring infrastructure is configured, installed, tested and operational
• Ability to install and configure software to client requirements
• Proactive incident logging and timely escalation
• Stakeholder liaison skills with clients, carriers and colleagues
• First-line diagnostic ability using knowledge articles
• Incident and change tracking using a designated platform
• Problem-solving in systems, processes and services with remedies and preventative actions
• Strong communication and customer service orientation
• Willingness to work in rotation and out-of-hours cover

• strong communication
• collaboration across cross-functional teams
• proactive problem-solving
• fibre and copper cabling installation and testing
• network fault diagnosis and resolution
• remote and onsite technical support