Field Service Engineer - Glasgow

ECS Resource Group; Glasgow; On-site; GBP 27,000 - 33,000; Full time

Job summary

ECS Resource Group in Glasgow is seeking a Field Services Engineer to join our team. You’ll be the frontline expert for hardware and software issues, handling maintenance calls and implementation requests within agreed service levels.

Most work will be on customer sites with travel between locations; occasional overnight stays may be required with hotel accommodation provided. A full UK driving licence and eligibility for SC clearance are essential.

Qualifications

• Excellent communication skills (written and verbal).
• Keen attention to detail.
• Organised and able to prioritise workloads.
• Approachable with strong customer service.
• Self-starter capable of tactical planning.

Responsibilities

• Undertake work to support IT Team objectives per customer processes.
• Promote IT Team to develop team profile.
• Participate in internal meetings to share knowledge.
• Provide end-to-end ownership of incidents and service requests.
• Provide regular status updates on open tickets.
• Build relationships with business users to ensure service delivery.
• Maintain high standards of service and drive continuous improvement.
• Investigate and resolve desktop issues for business continuity.
• Escalate when needed to the 3rd Line Team.
• Support teammates to achieve objectives.

Skills

Excellent communication

Attention to detail

Organised

Customer service

Self-starter

Job description

Field Services Engineer

Location: Glasgow

Salary: £30,000 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.