Field Service Engineer (FSE)

Job Description

Title: Field Service Engineer (FSE)

Company Name: Cdsm System & Solutions Limited

Vacancy: 03

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor's degree in related field (i.e. Computer Science, Engineering) or equivalent experience.
∎ Bonus Points: Certification and other OEM computer hardware certifications from major vendors such as Dell, EMC, IBM, HP, HDS, Cisco, etc. are
∎ helpful

Experience Requirements:
∎ At least 5 year(s)

Job Context:
∎ A Professional Services is looking for experienced and forward-thinking Field Service Engineers to join our Professional Services Team. We are a
∎ new startup professional services company, with an experienced support and consultancy team who have been working with many clients around
∎ the globe. We are in the process of expanding our business in the South East region of the globe and now in the process of setting up a base in
∎ Dhaka, Bangladesh in order to provide customer support services to high end clients both within the private and government sectors. We require
∎ THREE Engineers (2 junior and 1 senior).

Job Responsibilities:
∎ Responsible for providing break and fix and implementation services support to customers as per the terms of the SLA (Service Level Agreement)
∎ with client and entity involved. Specifically, the FSE responds to customers' systems failures by way of computer hardware service, testing,
∎ diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations. An FSE must be available to respond
∎ to customer issues 24/7 and service all equipment regardless of product training within the designated service area. As an FSE, you must be
∎ willing to participate in After Hours Support Team (if assigned) - providing first response to incoming customer service requests after normal
∎ business hours - or hours as assigned per customer contract.
∎ What you'll be doing:
∎ Provides onsite technical customer support:
∎ Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction. Must be
∎ able to be scheduled for work on shifts occurring at any time of day
∎ Provides effective problem analysis and identification remotely before arrival at customer site; determines needed parts and
∎ documentation to minimize down time and multiple trips
∎ Performs service in a cost-effective manner
∎ Displays professional attitude and courtesy while on site. Maintains effective communication with customer and our customer support
∎ centre during repair process and any projected delay
∎ Analyses software and hardware error logs, utilises diagnostic and troubleshooting techniques and operating system analysis to ensure
∎ timely and effective repair
∎ Analyses, diagnoses, troubleshoots and repairs hardware, storage area network and systems configuration and compatibility problems
∎ Utilizes multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes
∎ Follows customer specific repair procedures
∎ Assesses current and future customer needs based on usage of the system
∎ Inventory / Parts Management:
∎ Determines needed parts and quantities based on contracts in service area
∎ Returns bad or excess parts in a timely manner
∎ Manages accurate inventory count, daily and as required and performs bi-yearly physical count inventory
∎ Administrative:
∎ Accurately completes and timely returns audit forms, email replies, timesheets and expense reports. Attends and participates in regularly
∎ scheduled team meetings
∎ Accounts for all activities correctly using a designated reporting utility

Additional Requirements:
∎ What we're looking for:
∎ Minimum five (5) years for junior role and ten (years) for senior role - specific experience working with OEM data centre hardware
∎ Successful Prior Field experience
∎ Solid technical aptitude
∎ Understanding of different OEM equipment with the ability to grasp new products/concepts
∎ Ability to work long and/or unusual hours while maintaining effectiveness (manage being on call 24/7)
∎ Demonstrated experience providing Customer Service (may be internal to organization) and ability to put the Customer Needs first
∎ Proven ability to work independently, while exhibiting leadership and collaboration, when working with others
∎ Must possess a valid driver's license and an appropriate driving record based on the position travel requirements.
∎ Travel:
∎ Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4+ hours/one way by car/taxi).
∎ Must be able to assume an on-call status position and respond based on service level agreements within assigned territory.
∎ Must be able to maintain regular working hours assigned, if site specific assignment.
∎ Must have a current and valid Driving License in order to drive a car. Access to own car/vehicle is a bonus.
∎ Other:
∎ Field Service Engineers may be subject to pre/post employment background checks, police record checks, drug screens and/or other security
∎ measures, to gain access to customer sites.
∎ Field Service Engineers could be subject to future screening of driving record as ability to drive in compliance with national and/or state law is an
∎ essential requirement of the position.

Compensation & Other Benefits:
∎ Weekly 2 holidays
∎ Lunch Facilities: Full Subsidised
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Application Deadline: 30 Sep 2020

Company Information:
∎ 31 Aug 2020
∎ Cdsm System & Solutions Limited

Category: IT/Telecommunication