Senior Field Service Engineer (Infrastructure)

Job Summary:

The Senior Field Engineer (Infrastructure) will serve as the lead technical expert for IT infrastructure projects and ongoing system support across multiple sites nationally and internationally. This role requires a deep understanding of networking, wireless technologies, system deployments, and project management.

The role includes responsibility for deploying, maintaining, and troubleshooting IT systems while ensuring high availability and security. The successful candidate will also act as the first point of contact and central communicator for all new projects and Proof of Concept (POC) initiatives. Collaboration with TfL, bus operators, and internal teams will be essential to ensure smooth project delivery and effective infrastructure maintenance.

This role will also contribute to strategic objectives by supporting financial performance goals, improving employee engagement, and ensuring compliance with industry standards.

Key Responsibilities

Project Leadership & Deployment

• Serve as the first point of contact for all new Key Account IT infrastructure projects and Proof of Concept (POC) initiatives.
• Lead end-to-end customer projects, including quote estimation and preparation, project costing, financial forecasting, and revenue recognition activities.
• Manage site surveys (including AirMagnet Wi-Fi surveys), hardware procurement, configuration, installation, and deployment at customer sites.
• Manage deployments of IT and wireless infrastructure across UK and International sites.
• Maintain comprehensive project documentation and work closely with Transport for London (TfL), bus operators, and their Project and IT Managers to ensure effective project delivery, commercial and financial management, and stakeholder engagement.
• Deploy and configure Windows Server 2019 virtual servers (VMware), Citrix architecture (StoreFront, VDA, SQL), and AD environments.
• Ensure financial efficiency by supporting maintenance revenue-to-cost ratio targets in line with organisational objectives.

Infrastructure Support & Maintenance

• Provide 2nd and 3rd line support for infrastructure and equipment, ensuring compliance with the contracted SLA.
• Support a large infrastructure including wireless switches, access points, Cisco switches, point-to-point wireless devices, servers, and workstations.
• Perform OS installation, troubleshooting, firmware upgrades, patch management, and security implementation.
• Develop and maintain PowerShell scripts for data collection, AD management, and OS-level configuration changes.

Technical Support & Training

• Provide technical guidance and training to 1st line support teams.
• Offer on-demand Tier 4 Data Centre IT equipment hardware and software support.
• Participate in the on-call team, providing on-site 2nd and 3rd line support.
• Ensure proper documentation and knowledge sharing across teams.
• Where relevant support the implementation of ITSM processes via JIRA Service Management to improve service efficiency.

Accountabilities

• Maintain well-controlled and efficient service management operations which are in line with contractual expectations and performance indicators and also, group expectations and metrics.
• Ensure high availability and stability of IT and wireless infrastructure across our customer sites.
• Deliver infrastructure projects on time and within budget, maintaining documentation for each phase.
• Maintain a 99% first-time fix rate on all 2nd and 3rd line support calls.
• Adhere to all security and compliance requirements, ensuring systems are patched and up to date.
• Provide comprehensive reporting on system performance, maintenance activities, and issue resolutions.
• Contribute to financial objectives, aligning with maintenance revenue-to-cost ratio targets.
• Support employee engagement efforts by demonstrating GOLD core values in daily operations.

In return we will offer a competitive salary of £45k-55k (DOE) along with a comprehensive benefits package including a discretionary bonus, healthcare cash back scheme, private pension scheme, life assurance and income protection, a great holiday package including a buy and sell scheme, as well as many initiatives to support a healthy lifestyle.