Field Service Engineer

TN United Kingdom; Wrexham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking a dedicated IT Infrastructure Support Specialist to join their dynamic team. This role involves providing essential field support, troubleshooting hardware and software issues, and ensuring compliance with security requirements. The ideal candidate will have a passion for technology and possess excellent communication skills to interact effectively with customers. This position offers the opportunity to work with a variety of technologies, including networking and mobile device management, while contributing to a collaborative environment focused on delivering exceptional service. If you're self-driven and eager to make an impact, this role could be your next career step.

Qualifications

• 3-4 years of IT Infrastructure field support experience.
• Basic knowledge of LAN, WAN, and server setups.
• Experience with anti-spyware and antivirus software.

Responsibilities

• Troubleshooting and repairing hardware for laptops and desktops.
• Desk-side support for installing and troubleshooting OS.
• Creating knowledge base articles and ensuring SLA compliance.

Skills

IT Infrastructure Support

Troubleshooting

Communication Skills

Customer Interaction

Self-driven

Deadline Management

Education

Associate's Degree in Electronics

CompTIA A+ Certification

Tools

ServiceNow

Remedy

Job description

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Required Experience and Skills

1. Three to four (3-4) years’ experience providing IT Infrastructure field support, including troubleshooting hardware, software, and operating system issues, ensuring compliance with hardware warranty and security requirements.
2. Excellent oral and written communication skills.
3. Ability to interact effectively with customers at various levels.
4. Self-driven and result-oriented with a passion for the work.
5. Ability to meet deadlines and complete tasks on time.

Technical Responsibilities

• Hardware troubleshooting and repair for laptops, desktops, printers, and accessories.
• Basic knowledge of enterprise LAN, WAN, server setups, and concepts; capable of providing smart and physical support under instruction.
• Ability to lift/move equipment weighing up to 50 lbs.
• Support for peripheral and networking hardware, including monitors, keyboards, mice, printers, routers, switches, firewalls, racks, and data panels under ‘Smart Hands’ support.
• Desk-side support for installing and troubleshooting operating systems (Windows 7/10, Mac, Linux).
• Experience with anti-spyware and antivirus software.
• Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive).
• Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP principles.
• Basic understanding and troubleshooting of mobile device management systems (AirWatch, XenMobile, MobileIron).
• Basic understanding of data backups.
• Basic troubleshooting for VDI, SCCM, LanDesk, Altris.
• Basic configuration and troubleshooting of Apple devices and mobile devices.
• Contributing to creating knowledge base articles.
• Ensuring all service requests and incidents are addressed within SLA timelines.

Tools & Processes

• Knowledge of service request and incident management processes.
• Preferably with an associate’s degree in Electronics and CompTIA A+ certification.
• Experience with ticketing tools such as ServiceNow or Remedy.