Field Service Engineer (Permanent)

We are Kocho

Kocho recognises that technology on its own does not deliver change and offers technology
adoption services alongside excellent technical consulting to enable our clients to achieve their
business goals on their journey to Become Greater.

Our head office is in the heart of London's West End and provides a comfortable working
environment with flexible collaboration spaces that encourage our people to Become Greater with
the aim to Do What's Right.

In 2022 we opened new offices in Cardiff and Cape Town which follow the style of our London
space.

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications,
skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender
reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation
or any other protected characteristic. This mindset aligns with our company values as we
understand that we are Better Together.

Here Is The Role

Our Field Services Engineers always project a customer-first mindset, serving all our users as a VIP;
exhibiting an attitude of service excellence to our clients is imperative.

Our engineers have a passion for delivering an excellent client experience with impeccable
attention to detail, whilst building and maintaining a positive and professional relationship with our clients at all levels of their organisation.

Our Engineers understand that when they are on a client site they are committed exclusively to that client, demonstrating knowledge, and understanding of our clients' needs, constantly looking to remove issues whilst making recommendations for a better IT experience when identified.

Exuding a sense of urgency and professionalism to assist users in a personal manner is how we
define client excellence, whilst always being a proud representative of Kocho, promoting our
business and our team.

The Field Services Engineer role consists of managing incidents and requests, either face to face or
over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service
level agreements are met.

If contracts with clients expire you will be brought back into the team to support other Onsite
Support requirements.

This Is What We Need From You

• Provide 1st/2nd line support for all clients where assigned, either over the phone utilising remote troubleshooting tools and techniques, or face to face on client site interacting directly with the customer when necessary.
• Respond to alerts if required, including testing, and troubleshooting. Provide detailed information on the nature of issues encountered.
• Complete initial diagnosis of all incidents, and either resolve to the customer's satisfaction using documented procedures and processes or escalate to 3rd line.
• Lead by example to set the technical standards of the Company, actively promoting outstanding customer support.
• Support for physical/virtual servers, network and security systems, desktop environments, remote access and mobility solutions, telephony, and business applications, where this is part of the support contract.
• Communicate with clients in a courteous, efficient, effective, and professional manner, keeping them updated and always informed.
• Have a clear and detailed understanding of how technology relates to business strategies and goals.
• Assist in ensuring that all service agreements, delivery promises, and performance standards are met, and clients' expectations are managed.
• Will be expected to manage stock, building endpoint devices as well as other kit as and when needed.
• Provide cover for onsite engineers when and where necessary, ensuring work is carried out on a BAU basis.
• When not travelling or onsite for customers, engineer will manage incidents remotely for clients' issues and requests.
• Maintain computer systems.
• Replace parts as required.
• Guide employees or clients through a series of actions to help set-up systems and resolve issues.
• Keep computer systems running smoothly and ensure users get the maximum benefits from them.
• Install and configure hardware, operating systems and applications.

• A good level of experience in the IT industry, with any experience in the Financial /MSP sector preferable.
• VIP Support, Hedge Fund/Asset Management/Wealth Management Onsite Support experience.
• AD/Group Policy Intermediate (Comprehensive experience utilising AZ900 guidelines/training).
• MS365/Exchange Intermediate (Comprehensive experience utilising MS900/AZ900 guidelines/training).
• Windows Troubleshooting Skills Expert (Comptia A+, Comprehensive experience utilising MS900 guidelines/training).
• Hardware Laptop Troubleshooting Skills - Intermediate (Comptia A+, Comprehensive experience utilising MS900 guidelines/training).
• Mobile Phone Management (Endpoint Manager) Intermediate (Comprehensive experience utilising AZ900 guidelines/training).
• Audio Visual Equipment Intermediate (Comprehensive experience required).
• Application Management (MS Office/Adobe Acrobat/Creative Cloud/VPN) Intermediate (Comprehensive Experience Required).
• Windows Deployment (Intune/Azure, SCCM, MDT/Win 10) Intermediate (Comprehensive experience utilising AZ900 guidelines/training).

• Audio Visual Equipment Logitech, Cisco, Teams, Zoom.
• Anti-Virus Experience/Portal Navigation.
• Mac OS Experience.
• Network Troubleshooting Skills Basic.
• Bloomberg Terminal Basic.
• Bitlocker Setup Basic.
• Desktop Phone Troubleshooting and Setup.
• Sharepoint Basic.
• Powershell -Basic.

• A passion to work in Information Technology deliver excellent client experience.
• Learns new technologies quickly and is eager to develop on skills.
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical staff at all levels of an organisation.
• Ability to prepare, present and share knowledge with colleagues and clients.
• Software and hardware troubleshooting skills.
• Highly capable with problem-solving abilities.
• Works well under pressure, in fast-paced environment.
• A professional attitude always, with exceptional work ethic.
• Excellent relationship building skills, client facing, personable, patient.
• Thorough attention to detail.
• Prides self on client excellence.
• Team player.

• Private Medical Insurance
• Life assurance
• Group Income protection
• Flexible benefits Choose what suits you
• Access to a discount store
• Fruit, cereal, toast, biscuits, squash, fizzy drinks etc. in the office
• Celebrations for exciting life events
• Matched charity donations
• 25 days leave, plus a day for your birthday, plus cake sent to home
• Enhanced family leave
• Length of service awards
• Monthly socials
• Continuous Training
• Peer Reward programme
• Flexible working
• Cycle to work scheme
• Everymind at Work
• Agile working
• Branded SWAG for all employees and new joiners
• Cultural champions focusing on celebrating our diversity
• A host of clubs to get involved with