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IT Field Services Engineer

Zenzero

Greater London

On-site

GBP 25,000 - 30,000

Full time

Yesterday

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Job summary

A leading IT Services company is seeking a Field Engineer to join their dynamic team in Greater London. The role involves providing on-site support and assistance for end-user computing tasks, ensuring all service level agreements are met. Ideal candidates will have experience with Microsoft 365 and ITIL frameworks, and possess strong troubleshooting skills. This full-time position offers opportunities for professional growth in a collaborative environment.

Qualifications

Experience in Managed Services Provider environments.
Operational understanding of ITIL aligned environments.

Responsibilities

Building and configuring end-user-computing devices.
Providing end-user support for Desktop and Office tasks.
Visiting customer sites for installations and upgrades.

Skills

Troubleshooting

Team Leadership

Tools

ConnectWise Manage

ITIL

Microsoft 365

Azure

Intune

Autopilot

As part of a Field Services team, you will support our customers and their end-users by providing general advice and guidance as well as working on Incidents and Service Request that cannot be completed remotely by our Service Desk. You will need to work to defined SLAs as well as assisting our Project teams with deployments and other installation activities.

Responsibilities:

Building and configuring end-user-computing devices like desktops, laptops and tablet devices to agreed standards
Visit customer sites to complete scheduled activities like installations, desk moves, upgrades and changes as well as other planned activities
Visit sites to provide reactive support including support for Network, Server and Storage equipment located on customer sites - this includes acting as remote-hands for our Resolver Groups
Providing end-user support and assistance for typical Desktop, Office and other End-user Computing tasks
Completing Incidents, Service Requests and other defined activities including performing Proactive Checks, basic Event Triage and resolving subsequent issues within agreed parameters, handing-off to other Resolve Groups and third parties when needed
You may also be assigned to a specific customer or group of customers with special responsibility for arranging and completing work, attending meetings and acting as a single-point-of-contact for both inside and outside of Zenzero. This may include working customer’s sites for longer periods of time
When not visiting customer sites you will work from a Zenzero office and provide general support services
Ensuring Field Services fulfil all KPIs
Ensuring the Zenzero knowledgebase is up to date
Ensuring Field Services achieve SLAs

Ideal Experience:

Working for a Managed Services Provider (MSP or MSSP)
Knowledge and technical understanding of Microsoft 365 and general business IT systems (including Azure, Intune & Autopilot)
Experience in using ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask)
Operational understanding and experience working in ITIL aligned environments including an understanding of SLAs, Incident Management, Service Request Fulfilment and Change Management
Ability to demonstrate excellent troubleshooting skills
Ability to demonstrate strong team working and team leadership skills

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
IT Services and IT Consulting

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