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Job description

Andy File Associates Limited are working as a Recruitment Business on behalf of our client with regards this permanent position of Onsite Field Service Engineer

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)

Salary: £26-£28k per annum – this would include a company car that can be used for personal miles

Job Types: Full-time, Permanent

Salary: Up to £28,000.00 per year

Benefits:

• Company car
• Company pension
• Flexitime
• On-site parking
• Referral programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Supplemental pay types:

• Yearly bonus

Work Location: One location

Reference ID: RT