Onsite Field Service Engineer

  • FT Perm
  • Barlborough
  • Salary: £30,000
  • Hours: 37.5 - 40 Hours per week

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

This position will provide onsite technical support to our client’s customers and also assist our service desk remotely.  A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.

Responsibilities:

  • Provide service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes
  • Triage and resolve incidents to stringent customer defined SLAs
  • Drive service improvement within the service desk to improve first time fix resolution times
  • Communicate clearly, effectively and in a timely manner with all customers
  • Create and maintain accurate documentation within the centralised management database
  • Provide any on-site support to resolve customer service outages as required to meet SLAs
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience

Skills

  • Minimum Level 3 IT qualification and 2 years’ experience in a 1st or 2nd Line role within a service desk environment
  • Good knowledge of Windows Server, Virtual environments, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus
  • Cloud hosted O365 skills required
  • MS Exchange and Outlook management skills required
  • Knowledge of data backups and schedules including VEAAM and Cloud hosted services
  • Demonstrated PC hardware/software trouble-shooting skills
  • Excellent team player with proven mentoring capabilities.
  • Excellent communication and interpersonal skills; professional telephone demeanour
  • Strong customer service skills and attention to detail
  • ITIL knowledge preferred or certification would be desirable
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own
  • Committed to achieve the client’s vision

Hours of work: Monday to Friday 9am – 5.30pm (occasionally overtime may be required to fulfill client requirements)

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