The Service Delivery Field Support Engineer (L2) is responsible for providing a professional first-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Radford reference:

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, servi...