Of all the roles in IT, it is arguable that the Field Engineer has one of the most important.
Sellers sell, coders code, but the IT Field Engineer must ensure the whole system comes together and runs smoothly on the customer’s site. Let’s have a look at this important role and find out more about the Field Engineer.
What is a Field Engineer?
A Field Engineer is a highly skilled person that provides engineering support on a customer site. This may be installing new equipment, upgrading installed systems, or providing repair and recovery services. Field Engineers have high levels of training and certification, to ensure they have up-to-date skills on a wide variety of vendor equipment and services. The installation, commissioning and upgrading of IT equipment on a client site is a core part of the Field Engineer’s job.
What does a Field Engineer do?
When issues arise with a customer’s IT system or service, one of the first tasks of the Field Engineer is problem determination, to identify the root cause, or causes. This requires an in-depth knowledge of hardware and software from multiple vendors, as well as wider IT infrastructure design and architecture.
Once the problem has been identified, the Field Engineer will work with the wider support team to ensure the service to the customer is swiftly restored. Working closely with the channel partner, any ongoing issues or opportunities can also be identified, to ensure high levels of IT performance and customer satisfaction in the future.
Why is a Field Engineer role so crucial?
It can be argued that the Field Engineer has one of the most important roles within an IT company. A Field Engineer must ensure that everything runs smoothly on the customer’s site. They are involved in almost every phase of running a business. Their job involves various tasks – installation, commissioning and upgrading of IT equipment on a client site – as well as ensuring clear communication with clients and their own support team throughout any operation. The Field Engineer is also the ‘face’ of the company to many of the clients’ workforce.
Field Engineers working with the Customer and channel
As well as working on the customer site, the Field Engineer will be working closely with the channel partner to provide seamless and integrated support. This requires excellent communication and team working abilities, which are as important as technical knowledge and engineering skills. Working as an integrated part of the wider channel partner’s team, the Field Engineer helps to manage client expectations and build customer satisfaction.
How can Smart Capital Technology Help?
With an extensive worldwide network of certified and experienced engineers, including a highly skilled, in-house UK team, SCT provides reliable, global technical support whenever and wherever you need it.
Coordinated by our efficient, 24/7 Service Desk, our team of engineers can ensure you always have timely access to the high-quality technical resources you need, to keep your operations running smoothly. Our Field Engineers are despatched to site within four hours, using GPS tracking of vehicles to provide estimated times of arrival. All our Field Engineers are Disclosure and Barring Service (DBS) checked.
If you would like to find out more about our amazing team of IT Field Engineers, and how they support our channel partners and their customers, please get in touch. We would love to hear from you.
