Regional Service Engineer - McLean

BAE Systems.
24 Oct 2018
10 Jun 2019
Job Type
The Applied Intelligence division of BAE Systems delivers solutions which protect and enhance the connected world. Everything we do creates a safer future.
We want to solve problems for our customers and by bringing together great minds, we can work together to make the world a safer place.
Role Profile
Regional Service Engineers are typically responsible for the delivery of support and technical solution implementation services to a number of clients, being capable of carrying out technical support of our deployed solutions and also discussing technical concepts with clients regarding solution Technical Architectures.

Reporting to the Regional Service Manager, the candidate will assist in providing the primary point of contact for the client for support calls, including participating in Regional on-call rotas to ensure that Service Incidents are resolved within agreed Service Levels. The role also includes assisting the delivery of Project implementation engineering activities, aiding the effective knowledge transfer of new or changed solutions entering support.

The candidate will ensure that good communications and levels of understanding are maintained with the client, whilst working on site helping to ensure the Client is kept up to date with progress and maintaining relationships that have been built over time at the operational level.

The Regional Service Engineer is responsible for the technical support Services provided to the client, ensuring that the solution and support services perform to the contracted service levels.

Managing the support and implementation engineering tasks assigned to them by the Regional Service Delivery Manager, liaising where needed with other Support Engineers and System Consultants in order to deliver the required outcomes in either Service or Project Delivery aspects of the role. The candidate will be delivering the support services in the form of phone, electronic and on-site support to our customer base, participating in an on-call rota to enable the provision of support to Customers on a 24/7 basis. They will do this using ITIL aligned processes and procedures, within the framework of the BAE Systems Applied Intelligence Quality system and applicable security aspects. They may from time to time be asked by the Regional Service Delivery Manager to attend Service Reviews with the client to provide their Subject Matter Expertise input to discussions related to the technical solution or Changes proposed to it.

You will be accountable for the delivery of services with responsibilities including:
  • Provide phone, electronic and on-site support to our customer base, participating in an on-call rota to enable the provision of support to Customers on a 24/7 basis
  • Log, track and update incidents in our Service Management tooling
  • Reproduce, investigate and diagnose Incidents within SLA
  • Liaise with customers to inform of progress on incidents they have raised, request information and manage expectations.
  • Take ownership and the initiative in customer support issues and escalating when necessary.
  • Capable of understanding technical solutions to the level where messaging can be confidently delivered to a client, including the answering of high level questions, drawing on Engineering staff to answer detailed / complex technical queries
  • Ensuring you are aware of the scope of support services to be provided and have the required information in their possession
  • Assisting with the production of accurate and timely Service Reports, by ensuring Incidents tickets are updated and closed in a timely manner with an appropriate level of detail relating to resolution activities carried out.
  • Carrying out implementation tasks as assigned by the Project Manager
  • Supporting the performance of System Acceptance Tests with the Client
  • Creation of high-quality documentation for systems including
    • System documentation for own products and 3rd party products
    • Project implementation tasks
    • System tests (before and after shipment)
    • Training material for client training and education

Skills and Experience
  • Be technically capable of delivering operational engineering activities, both implementation and support
  • Be client facing with a strong track record of building strong relationships based on integrity and trust
  • Be self-motivated and flexible with the initiative required to ensure that our clients and the BAE Systems AI management have a high degree of confidence in the candidate's ability to efficiently manage the services with minimal intervention
  • Be able to work proactively and remain calm under pressure
  • Have an aptitude for attention to detail and the ability to maintain effective control over multiple tasks in parallel
  • Good technical experience with qualifications or knowledge of:
    • IP networks
    • Active Directory
    • Windows
    • Linux
    • SQL
    • Oracle
  • During challenging periods the candidate will be expected to maintain a clear and calm attitude whilst showing appropriate levels of concern and pursuing a suitable course of action to overcome the problems presented.
  • Good oral and written communication skills are essential to ensure all parties associated with the service maintain a clear understanding of the status of the service and associated tasks at all times.

  • Experience of supporting solutions in a multi-provider environment would be advantageous
  • Capable of discussing technical concepts / architectures with the customer in one or more of the key technology areas commonly encountered in BAE Systems AI solutions.
  • Knowledge of IT network infrastructure including but not limited to HP, Dell and Cisco
  • ITIL v3 Foundation or Experience in the use of ITIL best practice preferable

About BAE Systems Applied Intelligence:
We help nations, governments and businesses around the world defend themselves against cyber crime, reduce their risk in the connected world, comply with regulation, and transform their operations.  We do this using our unique set of solutions, systems, experience and processes.
Our success is down to our people. The changing nature of our business means that we're constantly looking for the brightest talent to help us fulfil our ambitions. As an experienced professional, we'll entrust you with responsibility; this means that you'll have client contact, variety and support from day one.
We'll encourage and support you to develop your skills and reward you as you grow. Whatever your area of expertise, you'll be much more than just a job title; you'll be an integral part of the business where your individual contribution makes a difference every day. Great minds deserve great rewards, so we also offer a very competitive salary and benefits package.
Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. Staying competitive in today's global marketplace requires an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential. We also welcome discussions about flexible working.
We offer a broad portfolio of on premise, managed and cloud-based products and services that are proven to protect our clients against financial crime and persistent cyber attackers. 
We aim to be a global industry-leading, cyber and financial crime products business and will do this by leveraging the BAE Systems brand and by delivering higher grade security solutions for our clients.

Help us secure a connected world by being an unseen hero. Apply now and be inspired.