Field Service Engineer

Probrand; Birmingham; Hybrid; GBP 28,000 - 35,000; Full time

Benefits offered by this job

31 days holiday including bank holiday

Life Insurance

Discount platform - retail, travel,gym

YuLife wellbeing app

Employee Assistance Programme

Cycle to work scheme

Electric car salary sacrifice

Volunteer Leave

City centre office with gym and bike

Job summary

Probrand Ltd in Birmingham is seeking a Field Service Engineer to deliver remote, telephone and onsite IT support for a varied client base. This hybrid role combines home-based work with time in our Smethwick Technical Workshop to handle upgrades and repairs.

You will troubleshoot hardware, software and networking issues, document actions clearly and meet KPIs and SLAs while developing your technical skills within a supportive team.

Qualifications

• Experience in providing IT support to customers.
• Ability to diagnose and resolve hardware, software and networking issues.
• Strong communication and documentation skills.

Responsibilities

• Provide polite and professional IT support to customers
• Visit customer sites for scheduled activities such as upgrades and printer installs
• Repair computer equipment at our Technical Workshop
• Strive to achieve KPIs and SLAs

Skills

IT support

Customer service

Troubleshooting

Communication skills

Documentation

Tools

VMware

Job description

Probrand | Birmingham | Full-time

Salary: £28k - £35k pa dependent on experience

Hours: 08:45 - 17:30, Monday to Friday (40 hours per week)

Probrand Ltd is a leading IT managed services provider offering computer services to a wide range of SME clients across the county. A new opportunity has arisen within our technical team for a Field Service Engineer providing remote, telephone and onsite support to our varied customer base.

This is a hybrid role working both from home and out of our Technical Workshop based in Smethwick. Working within a team of IT engineers, this also offers a chance to develop your technical skills and grow within a dynamic and successful company. We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below:

Main duties

• Provide polite and professional IT support to customers
• Visit customer sites where required to complete scheduled activities such as computer upgrades and printer installs
• Repair customer computer equipment (laptops, desktops) at our Technical Workshop
• Strive to always achieve all KPIs and SLAs

Experience

The ideal engineer will have experience of quickly and effectively troubleshooting issues involving:

• Computer hardware (desktop and server)
• Printer hardware
• Microsoft desktop and server platforms
• Microsoft Office
• Microsoft Exchange
• Networking issues
• Firewalls
• Internet Routers

Knowledge of VMware would be an advantage.

Soft Skills

• Confident, proactive, and self-motivated individual with experience working under pressure in a fast-paced environment
• Ability to work independently and take initiative
• Willing to go the ‘extra mile’ in helping solve client issues
• Strong communication skills both written and verbally
• Analytical and methodical approach
• Ability to work under pressure and manage different call priorities
• Escalate calls to the Senior Engineers when appropriate
• Must be able to communicate clearly at a technical and end user level
• Must have excellent documentation skills
• Keen to expand knowledge and stay up to date with the latest technologies and platforms

The Field Service Engineer will ideally have experience of working within a similar role. Possession of any IT qualifications including MCP/CompTIA A+ would be desirable but not required.

Benefits

• 31 days’ holiday including bank holidays
• Option to buy and sell annual leave
• Life Insurance
• Tailored benefits platform - including discounts on retail, travel, gym and leisure
• YuLife wellbeing app with 24/7 access to a virtual GP service, free will writing service and second medical opinion scheme
• Free and confidential Employee Assistance Programme - 24/7 health, financial and wellbeing support
• Cycle to work salary sacrifice scheme
• Electric car salary sacrifice scheme
• Paid Volunteer Leave
• City centre office - including free access to gym, shower facilities and secure bike storage

Probrand is an equal opportunities employer, we value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.