IT Field Services Engineer

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

Job summary

A Managed Services Provider is seeking a Field Services professional to provide technical support and assistance to customers. You will work on various incidents and services that require on-site engagement, ensuring SLAs are respected. Key responsibilities include building and configuring IT devices, supporting network and server systems, and updating the knowledge base. The ideal candidate will have a strong technical understanding of Microsoft 365 and ITIL principles. Excellent troubleshooting and teamwork skills are essential.

Qualifications

• Experience working for a Managed Services Provider (MSP or MSSP).
• Operational understanding of ITIL environments, including SLAs and Incident Management.
• Ability to provide end-user computing support.

Responsibilities

• Build and configure end-user devices to standards.
• Visit customer sites for installations and upgrades.
• Provide support for network and server equipment.
• Complete incidents and service requests.
• Ensure Field Services meet all KPIs.

Skills

Knowledge of Microsoft 365 and IT systems

Experience with ITSM tools like ConnectWise

Excellent troubleshooting skills

Teamwork and leadership skills

Tools

ConnectWise Manage

ServiceNow

Azure

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.

Job requirements

• 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

Job 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