Field Service Engineer

Job Responsibilities

• Travelling to client site installing laptops, printers and support of their networks, servers and network infrastructure.
• Carry out onsite installation, configuration and maintenance of client hardware, software & infrastructure.
• Strong experience dealing with customers and communicating with 3rd party vendors.
• Maintenance checks.
• Work closely with IT support staff to obtain technical knowledge and to permanently solve chronic problems.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Resolve a high percentage of calls at first point of contact through the use of the knowledge base and raise incidents/tickets to escalate problems to second level support areas as appropriate.
• To take ownership of user problems and be proactive when dealing with user issues.
• Knowledge retention – actively participate in documentation of technical procedures.
• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
• Follow defined staffing schedule.
• Ensure all the KPI’s are met through following standard processes and procedures.

Experience Required

• 4/5+ years experience in a Structured IT Environment

Essential and Desirable Skills

• Full Clean Drivers License is essential
• Strong troubleshooting skills
• Office 365, Exchange, Active Directory , Backup , Infrastructure
• Microsoft OS Windows 7,8,10 & Server 2008/2012/2016
• Azure Experience
• Virtualisation support experience , VMware, HyperV etc
• TCP/IP networking, Switches, Routers & Wireless Networking exposure
• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

Educational Requirements

• 3rd Level Diploma/Degree would be beneficial.
• Proven track record of learning with industry led certifications (at least one of the following is a requirement – any of the following CCNA, Comptia + or MCITP, MCSA.
• Any other relevant service or project driven qualifications.