Field Service Engineer

Vertex IT Solutions Ltd; South Norfolk; On-site; GBP 30,000 - 50,000; Full time

Job description

Job Title: Senior Field Service Engineer
Reports to: Helpdesk Manager

Our client is an established Managed Service Provider with 22 years’ experience of supporting clients within the Yorkshire, Lancashire, Lincolnshire and Merseyside area. Their belief is of providing high levels of customer service, ensuring that they consistently deliver solutions effectively and efficiently to support their clients' business run smoothly.

Our client offers all their employees career progression, should they wish, in addition to a great team working environment. Due to their continuing success, they are now looking to recruit a Field Service Engineer to add to their existing talented team.

Job Summary:

The Field Service Engineer is responsible for all onsite service and support needs for our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software. The Field Service Engineer will also carry out project work and pre-sales audits. The Field Service Engineer will be required to write technical reports and assist the sales team as required.

Essential Duties and Responsibilities:

1. IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
2. Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
3. Support Cloud technologies: Office 365, Azure, Intune, etc.
4. Implement and support disaster recovery solutions.
5. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
6. Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
7. System documentation to include system reviews and recommendations.
8. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Additional Duties and Responsibilities:

1. Improve customer service, perception, and satisfaction.
2. Ability to work in a team and communicate effectively.
3. Escalate service issues that cannot be completed within agreed service levels.
4. Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
5. Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
6. Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
7. Document internal processes and procedures related to duties and responsibilities.
8. Responsible for entering time and expenses in ConnectWise as it occurs.
9. Work through a daily schedule in ConnectWise that has been established through the dispatch process.
10. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
11. Enter all work as service tickets into ConnectWise.
12. Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable adjustments may be made to enable individuals with disabilities to perform the essential functions.

1. Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP.
2. Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
3. Diagnosis skills of technical issues.
4. Ability to multi-task and adapt to changes quickly.
5. Technical awareness: ability to match resources to technical issues appropriately.
6. Service awareness of all organization’s key IT services for which support is being provided.
7. Understanding of support tools, techniques, and how technology is used to provide IT services.
8. Typing skills to ensure quick and accurate entry of service request details.
9. Self-motivated with the ability to work in a fast-moving environment.