Systems Engineer

Field Systems Engineer
Reporting to: Head of Customer Success
Location: Field Based
Company Overview:
An AIM listed Group that designs integrated end–to–end surveillance control systems for the world's most demanding security environments. An organisation who excels at complex projects that require bespoke software and hardware development to create innovative solutions with high reliability and flexibility, specifically for casinos, oil and gas, public space, banking, transport and critical infrastructure applications.
With over 25 years of high security systems experience, field proven products, and expert support personnel in the UK, the rest of Europe, US and Southeast Asia, clients are offered turnkey networked solutions for comprehensive protection and peace of mind
Job Purpose:
As a Field Systems Engineer, you will provide quality and professional post–sales services to customers via email, phone, or on–site support. The role is based in the Field and will report to the regional Head of Customer Success. You will understand technology at an advanced level, be customer focused and detail oriented. You will offer value to partners in providing outstanding support and an industry leading professional service.
You will have a personality where people remember your interactions and look for you specifically to help solve their problems and deliver results. You are technically minded, can identify complex technical problems and introduce solutions to solve them. In short, you are a trusted advisor to the organisations you deal with; you satisfy their needs with innovative solutions and create value for all involved.
Principal Accountabilities:
* Perform onsite software support, system deployment, audits, training, maintenance, and technical support to the organisation's software solutions on customer premises
* Configuring Synergy systems to meet customers defined specification
* Managing installation and commissioning of large–scale projects
* Understand our customers business, technical and operational requirements and be able to match them to Synectic's value proposition
* Develop and maintain an extensive working knowledge of business solutions
* Provide onsite and offsite professional services to customers and act as a general contact between the organisation, its customers and partners
* Support the pre–sales team in defining product and functional requirements based on customer feedback and help to articulate new product development work specific to the customer requirements
* Provide technical expertise to Pre–sales and Sales team for sales quotes & proposals
* Resolve problems in compliance with established processes
* Ensure timely escalation of critical customer issues through proper channels
* Ensure timely resolution of customer issues
* Collaborate with other technical experts and engineering teams
* Provide an open forum for questions regarding strategic plans, best practices, and ad–hoc consulting for software implementation, integration, training, and change requests
* Deliver accurate, high quality system handover documentation to project stakeholders
* Ensure the proper recording of issues encountered in the field in the ticket system and CRM tool
* Regular travel to be expected both domestically and / or internationally
Key personal attributes:
* Ability to uphold organisational values and ethics
* Excellent communication skills; written, verbal and listening
* Takes responsibility and accountability for the customer experience
* Analytical thinker with strong problem–solving skills; a 'go–getter with intellectual curiosity'
* Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software and our customers
* An entrepreneurial mindset
* Self–motivated and driven
* Loves to win a challenge
* Well organised with the ability to prioritise works
* An open and honest team player
* Has the ability to exercise discretion and independent judgement
Qualifications and experience:
Experience of providing technical solutions for enterprise customers
Excellent administration and troubleshooting knowledge of the various Windows operating system components (Active Directory, file sharing, clustering, GPO, performance monitoring, etc.)
Excellent knowledge of networking principles and IP protocols
Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
Experience with Cloud technologies
Experience working with IP video systems
Understanding of server virtualization concepts
Understanding of video streaming methodologies
Experience working with SQL databases
Clear understanding of TCP, IP and UDP protocol stack
Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
Proven technical training in software and/or IT verticals in fast–paced environments
Must hold a full driver's license and passport