IT Field Service Engineer

Matchtech; Old Down; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Simulation Support Engineer to provide critical support for simulation systems. The role involves maintaining hardware and software, managing network servers, and ensuring system reliability. Flexible working hours and travel across the UK may be required.

Qualifications

• Experience in maintaining and configuring simulation systems.
• Ability to provide technical support both remotely and on-site.

Responsibilities

• Deliver customer support by triaging tickets and diagnosing system failures.
• Conduct maintenance and record all software and network infrastructure.
• Establish effective working relationships with personnel at sites.

Skills

Customer Support

Troubleshooting

Network Management

Job description

Role Purpose

As a member of the Joint Fires Synthetic Trainer (JFST) and Interim Indirect Fires Simulator (IIDFS) in-service support team, provide second and third-line support for the complex simulation systems. The role of Simulation Support Engineer is critical to the maintenance, installation, and configuration of hardware and software, managing network servers, and ensuring all systems are up-to-date and operating smoothly. Depending upon the training pattern, this may involve flexible working hours and short notice travel across the UK.

Key Accountabilities:

1. Deliver customer support by triaging tickets, assisting in the diagnosis of simulation system failures and aiding in any rectification plan.

1. Conduct maintenance and recording of all software and network infrastructure in the simulation-based systems; ensuring the systems remain robust, reliable and efficient. This will include administering tasks such as software upgrades, software patches, configuration, troubleshooting, and network management.

1. Support and resolve any detected or reported simulation software and network issues in the systems quickly and efficiently to ensure the systems meet the contracted level of system availability. This will entail providing technical support to the customers, both remotely and physically at sites around the country.

1. Establish and maintain effective working relationships with personnel at the sites. Provide advice to the training staff and operators on the operation of the supported systems.

1. Maintain a continuous health check of the simulation systems, including: monitor system health, report failure trends, report any concerns/prediction of failure and raise observation/fault reports when appropriate.

1. Planning and implementing policies and procedures to ensure best practices and standardisation.

1. Ensure that the hardware and software configuration and other related system records are accurately maintained for all the systems, including for spares holdings and any items removed/replaced/repaired/sent for repair.

1. Support and participate in any change-related processes, to include to the following: support testing, installation and site acceptance for any modification/upgrade to the supported simulation training systems, support the installation of new sites and support site obsolescence activities.