Field Service Engineer

ECS Resource Group; Inverness; On-site; GBP 32,000 - 39,000; Full time

Job summary

ECS Resource Group is seeking a Field Services Engineer to join the team in Inverness. The role focuses on handling hardware and software issues, maintenance calls and implementing requests within agreed service levels, with travel to customer sites as needed.

You will also cover for Site Engineers, run scheduled Tech Bars, and assist customers with day-to-day IT support. Hotel accommodation is provided for occasional assignments.

Qualifications

• Excellent communication skills (written and verbal).
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable and demonstrate outstanding customer service skills.
• Self-starter who can help to formulate tactical plans to achieve department strategy.

Responsibilities

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer's process and procedures.
• Positively promote the IT Team in order to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
• Provide 'end to end' ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
• Investigate and resolve common desktop issues in order to ensure business continuity.
• Thouroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Support others in the team in the achievement of their objectives.

Skills

Communication

Attention to detail

Organisation

Customer service

Self-starter

Job description

Field Services Engineer

Location: Inverness

Salary: Up to £35,000 Per Annum

I am working with one of the leading Managed Services Providers in the UK who have an excellent track record of supporting private and public sector clients all over the UK. They are a business with an excellent track record in transforming organisations via high-performance technology solutions. Their people are at the very heart of what they do as they enable workflow, remove barriers and empower users all over the UK.

They are currently looking for a Field Services Engineer to join their team. You'll be the person customers turn to for specialist support across their systems, handling hardware and software issues, maintenance calls and implementation requests within agreed service levels.

You'll also cover for Site Engineers when needed, run scheduled Tech Bars and help customers with day to day IT support. Most of your working time will be spent on customer sites, so you'll need to be comfortable travelling and adapting to different environments. Occasionally, an assignment may take you further afield, with hotel accommodation provided.

Please note that you will need a full UK Driving Licence and be eligible for SC Clearance.

Key Responsibilities

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer's process and procedures.
• Positively promote the IT Team in order to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
• Provide 'end to end' ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
• Investigate and resolve common desktop issues in order to ensure business continuity.
• Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Support others in the team in the achievement of their objectives.

Skills & Experience Required

• Excellent communication skills (written and verbal)
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable and demonstrate outstanding customer service skills.
• Self-starter who can help to formulate tactical plans to achieve department strategy.