Field Services Engineer

Lucid Connect Ltd; Glasgow; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

23 days annual leave

Life assurance

Ongoing training and development

Supportive team environment

Variety of enterprise IT environments

Job summary

Lucid Connect Ltd is seeking a customer-focused Field Services Engineer to act as a product-area specialist for customer systems, supporting hardware and software maintenance calls and implementations within SLAs. The role includes backfill for Site Engineers, attending Customer Tech Bars, and travel with hotels provided as needed.

The successful candidate will bring Field Support experience, strong Windows and Microsoft 365 skills, and a proactive approach to incident ownership and continuous

Qualifications

• Previous experience in a Field Support role.
• Strong knowledge of Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent troubleshooting and diagnostic skills.
• Strong verbal and written communication skills.

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

Field support

Windows OS

Microsoft 365

Troubleshooting

Communication

Workload management

Customer focus

ITIL

Multi-vendor support

Escalations

Tools

Microsoft 365

Job description

We are looking for customer-focused Field Services Engineer to act both as a specialist in specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement. Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet our customer needs and a diverse working environment, the role calls for a degree of flexibility and an expectation that the core working hours are spent on customer sites. There will also be occasions where the requirement will be outside normal travel where hotels will be provided.

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

• Previous experience in a Field Support role.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent troubleshooting and diagnostic skills.
• Strong verbal and written communication skills.
• Ability to manage and prioritise multiple workloads effectively.
• Customer-focused approach with a commitment to service excellence.
• 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.
• Experience working within a complex enterprise IT environment.
• Understanding of ITIL principles and best practices.
• Experience supporting multi-vendor hardware and software environments.
• Experience handling escalations and resolving complex user issues.

What We Offer

• 23 days annual leave plus public holidays
• Life assurance benefit
• Ongoing training and professional development opportunities
• Supportive team environment
• Opportunity to work across a variety of enterprise IT environments

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.