IT Field Services Engineer

ZipRecruiter; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in London is looking for a Field Services Engineer to provide desktop support and manage service tickets. This role involves collaborating with a great team and coordinating with vendors for repairs. The position requires excellent communication skills and the ability to prioritize tasks effectively. Travel to regional sites is required once a month, with expenses reimbursed.

Qualifications

• Excellent communicator with the ability to explain technical concepts to non-technical users.
• Skilled at prioritizing tasks and understanding customer perspectives.

Responsibilities

• Resolve Level 1 and 2 support cases related to end-user issues.
• Manage customer expectations throughout troubleshooting.
• Perform system maintenance, including patching and upgrades.

Skills

Communication

Customer Service

Problem Solving

Tools

Active Directory

Remote Monitoring and Management

Mobile Device Management

Job description

Job Description

We are seeking an enthusiastic and personable Field Services Engineer to join our dynamic team! We are a London-based MSP serving clients across various industries.

The Field Services Engineer will provide desktop support, responding to Level 1 and 2 service tickets. You will collaborate with a great team, escalate issues when necessary, and coordinate with third-party vendors for warranty repairs.

The role is based at a client site in Battersea, London, with travel once a month to regional sites in Evesham and Worcester. This involves two days of travel per month, with expenses reimbursed for travel and accommodation arranged by us.

Please complete the test: https://l.wavex.co.uk/engineers

Then send your CV to: [e-mail]

What you will do:

1. Resolve Level 1 and 2 support cases related to end-user issues, physical and cloud infrastructure, and project tasks.
2. Manage customer expectations throughout troubleshooting, ensuring a positive experience.
3. Resolve incidents such as Mail Application/Office 365 issues, connectivity problems, VIP incidents, file restores, remote access issues, and password resets.
4. Perform system maintenance, including patching, upgrades, and critical updates.
5. Manage Active Directory (Entra ID): user management, password resets, Group Policy, and onboarding/offboarding processes.
6. Utilize support tools like Remote Monitoring and Management (RMM) and Mobile Device Management (InTune).

Who you are:

Excellent communicator with the ability to explain technical concepts to non-technical users—no jargon!

Skilled at prioritizing tasks and understanding customer perspectives.

Good luck with the test!