You will diagnose and troubleshoot software and hardware solutions primarily with Trend and Tridium BMS Systems. The Technical Service Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email and phone applications to give clients quick answers to simple controls issues. For more complex problems that require nuanced instruction, you will provide clear, written instructions and technical manuals where necessary. The Technical Service Engineer will be working with the sub‐contractors onsite to ensure the project stays on programme and quality assurance is achieved at all times. You will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
KEY RESPONSIBILITIES
* Carrying out BMS PPM tasks on site.
* Research and identify solutions to software and hardware issues.
* Diagnose and troubleshoot technical issues, including controls setup and network configuration.
* Ask customers targeted questions to quickly understand the root of the problem.
* Track controls system issues through to resolution, within agreed time limits.
* Talk clients through a series of actions, either via phone, email, or face to face, until they’ve solved a technical issue.
* Properly escalate unresolved issues to appropriate internal teams (e.g., software engineers).
* Provide prompt and accurate feedback to customers.
* Refer to internal database or external resources to provide accurate tech solutions.
* Ensure all issues are properly logged.
* Prioritize and manage several open issues at one time.
* Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
* Prepare accurate and timely reports.
* Document technical knowledge in the form of notes and manuals.
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