Role Overview & Mandate
Executive Summary
Job descriptionDue to expansion, we are looking for a Field Engineer to join our fast-paced MSP. The role will focus on face-to-face...
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Job description
Due to expansion, we are looking for a Field Engineer to join our fast-paced MSP. The role will focus on face-to-face (onsite) client support to resolve technical issues that cannot be fixed remotely. Our clients are mainly London\Essex based you will act as the Field Engineer and visit their offices as and when required. During the time that you are not required on site, you will assist the service desk engineers on the desk or assist in project work.
Location
Billericay, Essex\Customer premise
Status
Permanent / Full Time
Flexible working hours maybe required as well as weekend duties (occasionally)
Technical support function
- Provide deskside technical field support to end users. Log and classify incidents and requests raised in person or via the ticketing system.
- Troubleshoot and resolve any issues with Microsoft desktop operating systems
- Follow new starter and leaver process with software and hardware requirements
- Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required
Field Engineer requirements
- Ensure you are visible on-site. Be the ambassador for our company at all times, promoting the value of or services
- Manage your scheduled time and travel effectively to achieve the best productivity
- Manage your call queue at all times. Prioritise and review regularly to ensure you are on top of the priority tickets and managing customer expectations
- Provide our customers with regular updates via the ticketing system
- Ensure the tickets information are always of the highest standard
- Follow and be an advocate for our ITIL framework for Incident Management, Change Management and Problem Management
Technical experience
- Experience of administering and troubleshooting:
Microsoft Terminal services/RDSMicrosoft Windows 7/8/10Microsoft Office 365Active DirectoryAzure Active DirectoryDNS and DHCPNetworkingExperience with hardware break/fix including laptops/desktops & peripheralsOther experience
- Experience of working in a structured, ITIL environment
- Experience of working towards specific SLAs
- Experience of working with high volume calls, to specific SLAs
Professional experience / about the person
- An excellent communicator with strong interpersonal skills
- Demonstrable experience in a similar Field Engineer / Support role
- Experience and driven customer service excellence
- Clear and fluent English (written and spoken)
Job Types: Full-time, Permanent
Salary: £25,000.00-£30,000.00 per year
Job Types: Full-time, Permanent
Salary: £25,000.00-£30,000.00 per year
Schedule:
- Monday to Friday
Work Location: On the road
