Field Support Engineer

Job Introduction

The NNL is transforming the way in which IT will be delivered and is looking to create a customer facing, technology focused team well positioned to meet the changing requirements of the business.

The Field Service Engineer  is primarily responsible for desktop support and break fix interaction across the NNL. In addition, they will, where required provide users with advice and training on the equipment provided to ensure customers feel confident in their use.

The role will provide 1^st and 2^nd line technical problem solving and network management and will collaborate effectively with the wider ICT function to resolve customer problems at their first point of contact wherever possible.

The Field Service Engineer is often the face of NNL IT, and will need to be flexible and adapt to the challenges within the business. They will have the opportunity continually develop new skills and are empowered to take responsibility of providing the fix or solution as part of our strategy to multi-skill and invest in our staff.

The Field Service Engineer will support both BAU and Projects activities, and on occasion may be required to undertake activities outside of core business working hours to minimise disruption.

Role Responsibility

The Field Service Engineer will be responsible for the configuration and support of:

• Desktop, laptop and tablet computers;

• Fixed and mobile telephony including Blackberry devices;

• Operating Systems (Windows 7, 8, 10) and end point protection;

• Client side business software, including for example the Microsoft Office Suite and NNL bespoke applications;

• Local area networking and equipment throughout NNL sites and facilities;

• Printers and Multi-Functional Devices;

• Installs, Moves and Changes including building and office change of use;

• Patching of cables between switches and desktop devices;

• Packaged application creation, testing and deployment; and

• CMDB update and maintenance.

The Ideal Candidate

The Field Service Engineer will have:

• Eligibility for security clearance to SC and be a UK national;

• 3+ years technical support, engineering and troubleshooting experience;

• Experience working in a secure, accredited or regulated environment;

• Problem solving skills using a range of sources and methods;

• Excellent communication, customer handling and inter-personal skills, via phone, face to face, IM and other remote access methods;

• Strong customer satisfaction focus;

• Ability to organise and prioritise own work to meet deadlines;

• MCP, MCSE, ITIL and other relevant certification is desirable;

• Ability to document standard fixes to a good standard (shift left);

• Cisco telephony solutions and handsets;

• Video Conferencing solutions; and

• Full driving license as some travel between sites may be required.

The Field Service Engineer will have technical experience in:

• Microsoft technologies including Office (2010, 2013, 2016), Office 365, Skype, SharePoint (desirable);

• Standard Build, Creation and Maintenance;

• LAN, WAN, VPN and RAS;

• SCCM administration (basic level);

• AD and O365 Administration (Account Creation, Security, Permissions);

• PowerShell;

• TCP/IP and VOIP with a working knowledge of Cisco systems; and

• Directory Services (AD, AAD, LDAP).

About the Company

Grounded in robust science and decades of experience, National Nuclear Laboratory (NNL) is the authoritative voice in the UK and beyond for technological development within the nuclear power sector.

Our unparalleled understanding of the science, challenges and opportunities makes us an unrivalled authority and partner in the field, providing experts, technologies, and access to cutting-edge facilities to organisations around the world.

Harnessing potential technologies and translating them into to industry-ready solutions means our pioneering approach spearheads international improvement and technological progress.

We work on projects as small as drilling a hole to analyse underground wastes with our integrated micro drilling technology, or as large as developing state-of-the-art power systems for spacecraft, based on radioactive materials.

National Nuclear Laboratory