Field Services Analyst

Fortem Solutions Limited; Hitchin; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Field Services Analyst to join their IT team for a maternity cover role. This position involves providing exceptional technical support to employees, managing IT equipment, and adhering to ITIL principles for effective service delivery. The ideal candidate will have strong experience with Windows 11, network infrastructure, and Active Directory administration. This role offers an exciting opportunity to contribute to a company that values customer service and continuous improvement, all within a supportive and dynamic environment. If you are passionate about technology and customer satisfaction, this role is perfect for you.

Benefits

25 days annual leave + bank holidays & birthday off

Pay review every January

26 weeks full pay maternity leave

8 weeks full pay paternity leave

Discounted gym memberships

Up to 3,000 colleague referral fee

Dental care

Private healthcare

Cycle-to-work scheme

Mobile phone provider discounts

Qualifications

• Strong experience in Windows 11 and network/server support is essential.
• Experience with ITIL principles and ITSM tools is beneficial.

Responsibilities

• Provide technical support to employees, ensuring high first-time fix rates.
• Manage Active Directory and support device refresh programs.

Skills

Windows 11

Network and server experience

Active Directory administration

Group Policy administration

Exchange online administration

Office 365 support

SharePoint administration

Intune administration

Windows Autopilot

ITSM Tools (ServiceNow)

Remote Control Software

Laptop build and software deployment

Education

ITIL v3 or v4 certification

Server 2022 certification

Tools

ServiceNow

LogMeIn Rescue

Job description

The Role

Here at Fortem Solutions we are delighted to be recruiting for a Field Services Analyst to join our IT team to cover a maternity leave for an initial 12-15 months. We're looking for an experienced, customer-focused individual to provide technical (1st and 2nd line) support to Fortem employees. This role is based in Hitchin, although there may be travel to other sites when needed.

The Client

Fortem Solutions are a nationwide business specialising in the Social Housing sector. We provide Repairs & Maintenance, Retrofit, Capital Works and Decarbonisation workstreams within Local Authorities and Housing Associations.

Duties & Responsibilities

The key responsibilities for this role are as follows:

1. Provide customer centric support to Fortem employees. The Service Delivery Team will be seen as a "business focussed" support function that strives to deliver a high first-time fix rate.
2. Working with the Field Service Delivery Specialist to carry out a scheduled device refresh programme on an annual basis (Laptops, Tablets, Phones) to refresh aged devices at different offices/sites as required.
3. Configure new starter IT equipment and ensure timely delivery to site/required office.
4. Adhering to the ITIL principles in Incident, Problem, Change and Request Management that have been adopted by the Service Delivery Team.
5. Taking ownership of tickets, ensuring regular, yet appropriate updates are provided to the customer through to resolution.
6. Adhering to policies and procedures.
7. Responsible for Active Directory management in terms of Users, Computers and Security Groups.
8. Responsible for supporting and administering NTFS permissions which control our file servers.

What You Will Need

Essential

1. Operating Systems: Windows 11 certified.
2. Infrastructure Support: Strong all-round network and server experience.
3. Active Directory: Administration
4. Group Policy: Administration.
5. Exchange online: Administration.
6. Office 365: End user support.
7. SharePoint: Administration.
8. Intune: Administration, Android device enrolment and app deployment.
9. Windows Autopilot: Administration, laptop enrolment & end user support.
10. ITSM Tools: Experience of market leading applications such as ServiceNow.
11. Remote Control Software: Experience of applications such as LogMeIn Rescue.
12. Laptop build and software deployment experience.

Desirable

1. ITIL v3 or v4 certified.
2. Server 2022 certified.
3. Experience of Talkdesk support and administration.
4. Experience of ServiceNow administration and support.
5. Software patch administration.
6. Experience of working within a compliance driven environment.
7. Understanding of the construction, repairs and maintenance sector

Benefits

1. 25 days annual leave + bank holidays & your birthday off
2. Pay review every January
3. 26 weeks full pay maternity leave
4. 8 weeks full pay paternity leave
5. Discounted gym memberships at national and local gyms
6. Up to 3,000 colleague referral fee
7. Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more

Who We Are

We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services.

Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon.

Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live.

We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.