Field Service Engineer

Kocho; Greater London; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Flexible Working

Enhanced Parental Leave

Private health insurance

Life assurance

Critical illness

Training

Birthday day off

Wellness partner

Job summary

Kocho in the United Kingdom is looking for a Field Services Engineer who will join a team trusted by organisations to deliver at scale. You will provide 1st/2nd line onsite and remote support, resolving incidents from initial touch to closure while upholding service levels.

The role focuses on customer excellence, hands-on hardware, software, and network support, and building strong client relationships on sites across London. You will be expected to communicate clearly and document all progress.

Qualifications

• Experience in onsite IT support, preferably in MSP or financial services.
• Strong troubleshooting and remote support skills.
• Excellent written and verbal communication.
• Ability to manage incidents from first contact to resolution.

Responsibilities

• Provide 1st/2nd line onsite or remote support.
• Respond to alerts and document progress in ticketing system.
• Maintain and configure hardware, OS, and applications.
• Collaborate with clients to understand needs and improve IT experience.

Skills

Onsite IT support

Remote troubleshooting

Customer-focused service

Windows & OS troubleshooting

Networking basics

Tools

Intune/Azure

SCCM

MS Office/Adobe

Job description

• You’ll be joining a team that’s trusted by organisations to deliver at scale. As an eight‑time Microsoft Partner of the Year winner and one Microsoft’s most decorated UK partners
• Our Field Services Engineers always projects a customer first mindset, serving all our users as a VIP; exhibiting an attitude of service excellence to our clients is imperative
• Our engineers have a passion for delivering an excellent client experience with impeccable attention to detail, whilst building and maintaining a positive and professional relationship with our clients at all levels of their organisation
• Our Engineers understand that when they are on a client site they are committed exclusively to that client, demonstrating knowledge, and understanding of our client’s needs, constantly looking to remove issues whilst making recommendations for a better IT experience, when identified
• Exuding a sense of urgency and professionalism to assist users in a personal manner is how we define client excellence, whilst always being a proud representative of Kocho, promoting our business and our team
• The Field Services Engineer role consists of managing incidents and requests, either face to face or over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met
• If contracts with clients expire you will be brought back into the team to support other Onsite Support requirements
• Provide 1st/2nd line support for all clients where assigned, either over the phone utilising remote troubleshooting tools and techniques, or face to face on client site interacting directly with the customer when necessary
• Respond to alerts if required, including testing, and troubleshooting. Provide detailed information on the nature of issues encountered
• Complete initial diagnosis of all incidents, and either resolve to the customers satisfaction using documented procedures and processes or escalated to 3rd line
• Lead by example to set the technical standards of the Company, actively promoting outstanding customer support
• Support for physical/virtual servers, network and security systems, desktop environments, remote access and mobility solutions, telephony, and business applications, where this is part of the support contract
• Communicate with clients in a courteous, efficient, effective, and professional manner, keeping them updated and always informed
• Have a clear and detailed understanding of how technology relates to business strategies and goals
• Assist in ensuring that all service agreements, delivery promises, and performance standards are met, and client’s expectations are managed
• Will be expected to manage stock, building endpoint devices as well as other kit as and when needed
• Provide cover for onsite engineers when and where necessary, ensuring work is carried out on a BAU basis
• When not travelling or onsite for customers, engineer will manage incidents remotely for clients’ issues and requests
• Maintain computer systems
• Replace parts as required
• Guide employees or clients through a series of actions to help set-up systems and resolve issues
• Keep computer systems running smoothing and ensure users get the maximum benefits from them
• Install and configure hardware, operating systems and applications

Benefits

• Flexible Working: Want to work from home? No problem. We’re happy for you to work from anywhere providing it suits your role – we’ll even cover any extra costs
• Enhanced Parental Leave: Make the most of welcoming a new child into your family. We also offer offer enhanced leave for primary and secondary caregivers
• Private health insurance: We provide private health insurance, free eye tests, and discounts on glasses
• Life assurance: We provide comprehensive life assurance, so you and your family can have peace of mind
• Critical illness: If you’re diagnosed with a critical illness, you’ll benefit from financial support to help you and your family
• Training: We’re committed to helping you ‘Become greater’. You’ll get time off and funding for training, study, and exams
• Birthday day off: On top of your annual holiday allowance, you’ll get an extra day off to celebrate your birthday
• Wellness partner: Your wellness matters. We provide support through our wellness partner

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