IT Field Engineer

ZipRecruiter; Helensburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Field Service Technician to join their team. This role involves responding to service tickets, diagnosing hardware and software issues, and ensuring customer satisfaction through effective communication and problem-solving. You will have the opportunity to work with leading technology brands while managing parts and stock efficiently. If you have a passion for technology and enjoy working in a team environment, this position offers a chance to grow your skills and contribute to a dynamic workplace. Join us and be part of a team that values customer care and technical excellence.

Qualifications

• 2+ years experience in a PC field service or workshop environment.
• Ability to diagnose and troubleshoot effectively to minimise customer downtime.

Responsibilities

• Respond to service tickets and manage updates appropriately.
• Build professional relationships with customers onsite.

Skills

Hardware diagnosis

Troubleshooting

Customer care skills

Communication skills

Flexibility & Willingness to travel

Education

GCSE in English and Maths

Tools

Microsoft desktop operating systems

HP and Dell hardware

CompTIA A+ Accreditation

Lenovo hardware

Job description

Job Description

Brief Overview of the role:

To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.

Accountabilities

1. To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
2. To ensure all tickets are managed and updated appropriately.
3. To return all parts in a timely manner via returns process with appropriate paperwork.
4. Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits.
5. To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials).
6. To build a good and professional relationship with customers onsite.
7. To engage with other Team members.
8. To escalate any issues or areas for quality improvements to their Team Leader.
9. To follow all departmental procedures as specified by the Team Leader/ODM.
10. Regularly attend daily calls/team meetings.

Critical Success Factors

1. Ability to diagnose and troubleshoot effectively to minimise customer downtime.
2. Ticket Management - protecting SLAs and management of open tickets.
3. Consistent level of customer satisfaction measurable with Customer Satisfaction returns.
4. To manage parts/stock allocated appropriately.
5. Maximise warranty performance with correct vendor engagement and adherence to vendor processes.
6. Ensure Hub/Locker stock within remit does not fall below minimum stock levels.
7. To escalate any issues to the Team Leader either immediately or on daily calls depending on urgency.

Knowledge & Key Skills

Essential:

• English and Maths to GCSE standard.
• Full clean driving license.
• 2+ years experience in a PC field service or workshop environment.
• HP and Dell Accreditations for relevant grades.
• Familiarisation with current Microsoft desktop operating systems.
• Hardware diagnosis, troubleshooting, support & repair (including complex laptop repairs).
• Installation - Customer builds/Apps.
• Flexibility & Willingness to travel.
• Good team player and communication skills.
• Good customer care skills.
• SC Level Clearance.
• Participation in standby Rota (24x7x365).

Desirable:

• CompTIA A+ Accreditation.
• Lenovo Accreditation for grade.
• Willingness to undertake additional security clearances.
• Complete other vendor certifications as requested.
• Willingness to travel internationally as required.