IT Field Engineer / Support Engineer

IT Field Engineer / Support Engineer

 

Focus IT have the pleasure of working with this WELL established IT Solutions Company. They are currently seeking an IT Field Service Engineer to complement their existing support team.

As a Field Service Engineer, your primary function is to provide on-site technical support to the clients based across Milton Keynes and the surrounding areas.  When not out of the office you might be assisting with the Service Desk or with the delivery of project work. You will be a main point of contact for many of their clients and will be the Organisation’s eyes and ears and bring up any potential problems to the Technical Delivery Manager or the Head of Professional Services.

 

Key responsibilities:

 

› Attending customer premises to perform on-site work anywhere across the UK as required.

› Taking responsibility for your personal call queue, ensuring that all calls are updated and closed in a timely fashion. Logging detailed and accurate information into the Call Management system.

› Communicating with clients to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high.

› Fixing hardware faults and install upgrades to clients’ hardware.

› Answering calls in a friendly and professional manner from clients with technical issues.

› Efficiently handling incoming technical support incidents, requests and changes.

› Resolution of calls ranging from simple password resets to complex server queries.

› Perform software builds/rebuilds on PCs and laptops as required.

› Escalating calls to the 3rd line team as necessary.

› Additional duties as directed by the Technical Delivery Manager and Team Leaders.

 

Essential skills & experience:

 

› 5 years’ experience in a similar role, ideally in an MSP environment.

› Desire to provide outstanding customer service to our clients.

› Strong attention to detail with well-developed problem-solving skills.

› Self-motivated with the ability to work alone and as part of a team.

› Professional and well-presented.

› Excellent communication skills, both written and verbal.

› Time management skills with the ability to prioritise effectively.

› Strong knowledge of MS Windows 7, Windows 8, and Windows 10 operating systems to an administrative level and MS Server 2008, 2012 and 2016.

› Good understanding of Microsoft Office software.

› Microsoft Terminal Services/RDP to support level.

› Good knowledge and experience with Exchange 2010, 2013 and Office 365.

› Knowledge and understanding of Active Directory, Group Policy etc.

› Experience of installation, configuration and support of hardware (PCs, laptops, printers, scanners, server hardware, routers, switches, firewalls, UPS’s, etc.)

 

This is an IT Field Service Engineer role and can also be known as an IT Support Engineer, Systems Administrator, Onsite Engineer, Support Analyst and Field Engineer.

 

Please send CV’s to Amit Gohil or contact him for more information.