Field Service Engineer (FSE) – Cdsm System & Solutions Limited

Job Context
A Professional Services is looking for experienced and forward-thinking Field Service Engineers to join our Professional Services Team. We are a
new startup professional services company, with an experienced support and consultancy team who have been working with many clients around
the globe. We are in the process of expanding our business in the South East region of the globe and now in the process of setting up a base in
Dhaka, Bangladesh in order to provide customer support services to high end clients both within the private and government sectors. We require
THREE Engineers (2 junior and 1 senior).

Job Responsibilities
Responsible for providing break and fix and implementation services support to customers as per the terms of the SLA (Service Level Agreement)
with client and entity involved. Specifically, the FSE responds to customers’ systems failures by way of computer hardware service, testing,
diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations. An FSE must be available to respond
to customer issues 24/7 and service all equipment regardless of product training within the designated service area. As an FSE, you must be
willing to participate in After Hours Support Team (if assigned) – providing first response to incoming customer service requests after normal
business hours – or hours as assigned per customer contract.
What you’ll be doing:
Provides onsite technical customer support:
Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction. Must be
able to be scheduled for work on shifts occurring at any time of day
Provides effective problem analysis and identification remotely before arrival at customer site; determines needed parts and
documentation to minimize down time and multiple trips
Performs service in a cost-effective manner
Displays professional attitude and courtesy while on site. Maintains effective communication with customer and our customer support
centre during repair process and any projected delay
Analyses software and hardware error logs, utilises diagnostic and troubleshooting techniques and operating system analysis to ensure
timely and effective repair
Analyses, diagnoses, troubleshoots and repairs hardware, storage area network and systems configuration and compatibility problems
Utilizes multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes
Follows customer specific repair procedures
Assesses current and future customer needs based on usage of the system
Inventory / Parts Management:
Determines needed parts and quantities based on contracts in service area
Returns bad or excess parts in a timely manner
Manages accurate inventory count, daily and as required and performs bi-yearly physical count inventory
Accurately completes and timely returns audit forms, email replies, timesheets and expense reports. Attends and participates in regularly
scheduled team meetings
Accounts for all activities correctly using a designated reporting utility
Employment Status

Educational Requirements
Bachelor’s degree in related field (i.e. Computer Science, Engineering) or equivalent experience.
Bonus Points: Certification and other OEM computer hardware certifications from major vendors such as Dell, EMC, IBM, HP, HDS, Cisco, etc. are
Experience Requirements
At least 5 year(s)

Additional Requirements
What we’re looking for:
Minimum five (5) years for junior role and ten (years) for senior role – specific experience working with OEM data centre hardware
Successful Prior Field experience
Solid technical aptitude
Understanding of different OEM equipment with the ability to grasp new products/concepts
Ability to work long and/or unusual hours while maintaining effectiveness (manage being on call 24/7)
Demonstrated experience providing Customer Service (may be internal to organization) and ability to put the Customer Needs first
Proven ability to work independently, while exhibiting leadership and collaboration, when working with others
Must possess a valid driver’s license and an appropriate driving record based on the position travel requirements.
Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4+ hours/one way by car/taxi).
Must be able to assume an on-call status position and respond based on service level agreements within assigned territory.
Must be able to maintain regular working hours assigned, if site specific assignment.
Must have a current and valid Driving License in order to drive a car. Access to own car/vehicle is a bonus.
Field Service Engineers may be subject to pre/post employment background checks, police record checks, drug screens and/or other security
measures, to gain access to customer sites.
Field Service Engineers could be subject to future screening of driving record as ability to drive in compliance with national and/or state law is an
essential requirement of the position.

Apply Procedure
Send your CV to
Application Deadline : 30 Sep 2020