IT Field Services Engineer

Zenzero; Leeds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A Managed Services Provider in Leeds seeks an Associate-level Field Services Technician to provide support at customer sites and manage incidents and service requests. The role requires knowledge of Microsoft 365 and troubleshooting skills, alongside experience in Managed Services environments. Full-time employment offers opportunities to engage directly with customers and aid in the fulfillment of service-level agreements.

Qualifications

• Experience with Managed Services Provider.
• Operational understanding of SLAs and Incident Management.
• Ability to work in team-oriented environments.

Responsibilities

• Build and configure end-user devices to standards.
• Visit customer sites for installations and upgrades.
• Provide reactive support for network and server equipment.
• Complete incidents and service requests as defined.
• Ensure Field Services achieve KPIs and SLAs.

Skills

Knowledge of Microsoft 365

Troubleshooting skills

Team leadership

Understanding of ITIL

Tools

ConnectWise Manage

ServiceNow

Remedy

Autotask

Job description

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 Requests 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 such as 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 – 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
• May 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 – including working at customer sites for longer periods of time
• When not visiting customer sites, 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

Associate

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting