IT Field Services Engineer

Zenzero Solutions Ltd; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A managed services provider is seeking a Field Engineer in Leeds, UK. The role involves supporting customers with IT services, including installation, maintenance, and troubleshooting of end-user devices. Ideal candidates will have experience with Microsoft 365 and ITIL, alongside strong troubleshooting and team leadership skills. This position is full-time and offers opportunities for on-site customer interaction.

Qualifications

• Experience working for a Managed Services Provider (MSP or MSSP).
• Operational understanding of ITIL principles.
• Ability to demonstrate strong team leadership skills.

Responsibilities

• Providing end-user support for Desktop and Office tasks.
• Visiting customer sites for installations and reactive support.
• Completing Incidents and Service Requests per SLAs.

Skills

Microsoft 365 knowledge

Troubleshooting skills

Team working skills

Technical understanding of business IT systems

ITIL aligned environments experience

Tools

ConnectWise Manage

ServiceNow

Remedy

Autotask

Job description

As part of a Field Services team, you will support our customers and their end-users by providing general advice and guidance as well as working on Incidents and Service Request that cannot be completed remotely by our Service Desk. You will need to work to defined SLAs as well as assisting our Project teams with deployments and other installation activities.

Responsibilities:

• Building and configuring end-user-computing devices like desktops, laptops and tablet devices to agreed standards
• Visit customer sites to complete scheduled activities like installations, desk moves, upgrades and changes as well as other planned activities
• Visit sites to provide reactive support including support for Network, Server and Storage equipment located on customer sites - this includes acting as remote-hands for our Resolver Groups
• Providing end-user support and assistance for typical Desktop, Office and other End-user Computing tasks
• Completing Incidents, Service Requests and other defined activities including performing Proactive Checks, basic Event Triage and resolving subsequent issues within agreed parameters, handing-off to other Resolve Groups and third parties when needed
• You may also be assigned to a specific customer or group of customers with special responsibility for arranging and completing work, attending meetings and acting as a single-point-of-contact for both inside and outside of Zenzero. This may include working customer’s sites for longer periods of time
• When not visiting customer sites you will work from a Zenzero office and provide general support services
• Ensuring Field Services fulfil all KPIs
• Ensuring the Zenzero knowledgebase is up to date
• Ensuring Field Services achieve SLAs

Ideal Experience:

• Working for a Managed Services Provider (MSP or MSSP)
• Knowledge and technical understanding of Microsoft 365 and general business IT systems (including Azure, Intune & Autopilot)
• Experience in using ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask)
• Operational understanding and experience working in ITIL aligned environments including an understanding of SLAs, Incident Management, Service Request Fulfilment and Change Management
• Ability to demonstrate excellent troubleshooting skills
• Ability to demonstrate strong team working and team leadership skills

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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