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About the Company
Roke is a world-class engineering and technology company, with a trusted and long-standing record of delivery spanning research & development, products, managed-services and consultancy, serving customers across the globe. The markets Roke operates in are broad, but they are frequently crosscutting at engineering and delivery levels; markets include defence, national security, intelligence sectors, with diversity being at the centre of Roke’s strategy.
About the Role
The Field Service Engineer plays a key role in delivering high‑quality support to customers across the UK and international locations. The role involves regular communication with internal teams, customers, and suppliers to ensure efficient service delivery and consistently high levels of customer satisfaction to drive sustainable and profitable business growth.
Responsibilities
- Engineering visits (preventive and corrective) to customer sites (sometimes at short notice) to Commission networking and encryption devices, maintain/patch/update/audit customer systems and products, perform corrective maintenance and repairs to resolve customer issues support military exercises, demonstrations, testing, supporting customer acceptance testing of new deliveries/products, deliver operator and maintainer training.
- Customer Repairs (RMAs): Perform root cause analysis, investigating issues in a logical manner to determine root cause through various methods such as utilising test rigs, isolating faults down to specific boards/components by elimination, engaging with product owners and SMEs as required. Documenting corrective actions, summarising parts required and effort involved, creating fault report forms, RMA notifications, BER certificates, certificates of conformance etc.
- Remote support: Provide 1st/2nd line support on behalf of the service desk when customers log issues about the operation/maintenance of products.
- Infrastructure and Network support: Install, configure, and maintain Windows Server environments (2016/2019/2022). Routers, switches and firewalls (hardware and software-based), plus associate cabling. Virtualized environments using platforms such as VMware ESXi, Microsoft Hyper-V.
- Provide SME advice: Support the wider team on design decisions and trade-offs in terms of safety, security, reliability and maintainability of hardware and infrastructure from a user/customer perspective.
- Communication: Act as the bridge between users and IT specialists, keeping users informed on ticket status. Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations.
- Documentation: Creating and maintaining knowledge base articles to improve customer self-service and troubleshooting efficiency.
- Trend Analysis & Continuous improvement: Analysing the use of products in the field to feed into post design services improving the user experience. Continuously improving Service Support and Service Delivery processes to meet business needs.
- Reporting: Provide service/maintenance/visit reports for internal and customer facing service reviews.
- Change Management: Follow Change Management processes, linking into asset and configuration management maintaining hardware inventory and accurate configurations, as well as TechPubs.
- Release & Deployment Management: Provide customers with details of new s/w releases and patches, providing them with access to the releases, maintaining the release register, and adhering to the relevant export contracts required.
- Join an on-call 24/7 rota (1wk on 3wks off) where you may be contacted and required to attend customer site at short notice.
- Promote the Roke brand and products so customers, partners and suppliers value our honesty and integrity, and have confidence in our ability to successfully meet their needs.
- Always fully complying with Roke’s published policies and procedures.
- Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.
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Qualifications
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- Degree or HND/HNC qualified in an engineering discipline
- Full driving license
Required Skills
- Radio Frequency knowledge
- Previous demonstrable experience of delivering and supporting hardware and infrastructure in the military domain
- Experience working at differing levels of security classification.
- Knowledge of LAN, WAN, and VLAN architectures and networks, hardware, firewalls, hypervisor and windows/linux configuration and management.
- Knowledge of Crypto devices
- Knowledge and understanding of supporting and maintaining equipment in the live environment whether on military exercise or technical demonstrations / installation.
- Understanding of planning and executing hardware lifecycle management, upgrades and capacity expansion.
- Experience in the service support of low volume, high value, products and systems in a highly regulated environment.
- Awareness of ITIL (v3 or v4).
Preferred Skills
Where will you be based? You will typically be working from Woking and customer sites, but may be required to work from Romsey as needed.
Pay range and compensation package
We offer a competitive salary and access to a number of additional flexible benefits, which will cover Health and Wellbeing, Savings and Protection & Life, Leisure and Entertainment. Roke has a great community of groups with shared interests. These enable people to share ideas and be passionate about tools, technologies & techniques, which interest them.
Equal Opportunity Statement
We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive and support a diverse work-force and those with additional needs.
Security Information
Due to the nature of this position, we require you to be eligible to achieve DV clearance. As a result, you should be a British Citizen and have resided in the UK for the last 10 years.
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