Field Engineer

Sharp Business Systems France; Greater London; Remote; GBP 23,000 - 30,000; Full time

Job summary

Sharp IT in the United Kingdom seeks an IT Support Technician to manage client tickets and deliver high-standard service, ensuring issue resolution and client retention.

You will own, update and progress tickets, meet KPIs, and grow technical proficiency while organising daily tasks and communicating professionally with colleagues and clients to uphold Sharp IT’s reputation.

Qualifications

• Minimum 18 months experience in IT support.
• Strong written and verbal communication skills.
• Experience with Microsoft Server and Desktop OS.
• Knowledge of Microsoft 365 and Azure.
• Familiarity with virtualization, networking, firewalls and cybersecurity.

Responsibilities

• Own, update and progress tickets to ensure timely resolution.
• Maintain KPI targets and high service standards across the team.
• Develop technically to increase productivity and proficiency.
• Organise and prioritise daily tasks to meet client expectations.
• Communicate professionally with colleagues and clients to share information.
• Utilise technical knowledge to progress tickets and deliver client services.
• Act as an ambassador of Complete IT to uphold Sharp IT's reputation.

Skills

IT Support

Client service

Microsoft Server

Microsoft 365

Azure

Virtualisation

Networking

Firewalls

Cyber Security

Communication skills

Job description

Salary - competitive based on experience

In this role, you will manage the resolution and communication with the client in a manner that delivers an excellent service resulting client retention and growth.

Objectives for Role

• Own, Update and Progress tickets so the client is confident their issue will be investigated and actioned.
• Responsible for meeting agreed Key Performance Indicators to maintain a consistent high standard of service across Sharp IT.
• Take an active role in personal and team development to increase technical proficiency and increase productivity.
• Organise and prioritise daily tasks to provide a service in line with Client expectations.
• Be professional, positive, and friendly when communication to all colleagues and clients to aid in effective exchange of information.
• Utilise advanced technical knowledge and experience to progress tickets to provide excellent client services.
• Be an ambassador of Complete IT at all times to improve and maintain the reputation of Sharp IT.

Person Specification

• Friendly, personable and professional.
• Client service focused.
• Excellent written and verbal communication skills
• Technical knowledge and experience of IT and IT Support with a minimum of 18 months experience. Intermediate knowledge of Microsoft Server and Desktop Operating Systems.
• Intermediate knowledge of Microsoft Cloud Technologies (365 and Azure)
• Intermediate knowledge of Virtualisation, Networking, Firewalls and Cyber Security.