Field Service Engineer

Zenzero Solutions Ltd; Basildon; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday + birthday day off

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Zenzero Solutions Ltd is seeking a Field Services Engineer to join our customer-facing team in the UK. You will troubleshoot, install and maintain end-user devices, supporting Project rollouts and responding to on-site needs at client sites.

Ideal candidates have MSP/MSSP experience, strong Microsoft 365/Azure knowledge, ITIL-aligned practices, and hands-on ITSM tool experience. You will operate under defined SLAs, collaborate with project teams, and travel to customer sites as required.

Qualifications

• Experience working for a Managed Services Provider (MSP or MSSP).
• Strong knowledge of Microsoft 365 and broader business IT systems (including Azure, Intune & Autopilot).
• Hands-on experience with ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask).
• A solid grounding in ITIL-aligned environments, SLAs, Incident Management, Service Request Fulfilment and Change Management.
• Sharp troubleshooting instincts and a knack for getting to the root of a problem efficiently.
• Genuine team spirit, with the confidence to lead when it counts.

Responsibilities

• Build and configure end-user devices (desktops, laptops and tablets) to exacting standards.
• Visit customer sites for installations, desk moves, upgrades and other planned work.
• Provide reactive, on-site support for Network, Server and Storage equipment as remote-hands for Resolver Groups.
• Support end-users with everyday Desktop, Office and computing queries.
• Own Incidents and Service Requests, perform proactive checks and basic event triage, resolving issues within agreed parameters.
• Potentially take ownership of a specific customer or group, becoming their trusted single point of contact and possibly embedding on-site for longer periods.
• Provide wider support services when working from a Zenzero office.
• Help the team consistently hit KPIs and SLAs, keeping knowledgebase sharp and up to date.

Skills

MSP experience

Microsoft 365 & Azure

ITIL practices

Troubleshooting

Tools

ConnectWise Manage

ServiceNow

Remedy

Autotask

Job description

About Zenzero

Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.

We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.

We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.

About the Role

Join our Field Services team and be the face of Zenzero for our customers, solving problems, keeping technology running, and making a genuine difference to people's working days. From hands‑on troubleshooting to supporting major project rollouts, no two days look the same.

You'll tackle everything our Service Desk can't resolve remotely, working to defined SLAs while playing a key role in deployments and installations alongside our Project teams.

Requirements

• Experience working for a Managed Services Provider (MSP or MSSP)
• Strong knowledge of Microsoft 365 and broader business IT systems (including Azure, Intune & Autopilot)
• Hands‑on experience with ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask)
• A solid grounding in ITIL-aligned environments, SLAs, Incident Management, Service Request Fulfilment and Change Management
• Sharp troubleshooting instincts and a knack for getting to the root of a problem efficiently
• Genuine team spirit, with the confidence to lead when it counts

What you’ll be doing:

• Building and configuring end‑user devices; desktops, laptops and tablets to our exacting standards
• Visiting customer sites for installations, desk moves, upgrades and other planned work
• Providing reactive, on‑site support for Network, Server and Storage equipment, acting as remote‑hands for our Resolver Groups
• Supporting end‑users with everyday Desktop, Office and computing queries
• Owning Incidents and Service Requests, running Proactive Checks and basic Event Triage, and resolving issues within agreed parameters, looping in other teams when needed
• Potentially taking ownership of a specific customer or group of customers, becoming their trusted single point of contact and occasionally embedding on‑site for longer stretches
• Providing wider support services when working from a Zenzero office
• Helping the team consistently hit its KPIs and SLAs, and keeping our knowledgebase sharp and up to date

Benefits

• Private health insurance
• Generous holiday allowance + a day off on your birthday
• Flexible working patterns
• Enhanced pension contributions
• Regular social events across all our offices