IT Project/Field Engineer

Business Computer Solutions Ltd; Haine; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading IT solutions provider is seeking an experienced technician for project installations, blending remote and on-site work. The ideal candidate will have over 3 years in a Remote Support role and a passion for technology and customer service. Key responsibilities include managing projects effectively and ensuring high client satisfaction. Benefits include profit-sharing and a company car.

Benefits

Company paid quarterly events

Cycle to work scheme

Onsite gym

Profit-sharing

Paid training

Company car

Company pension

Enhanced paternity leave

On-site parking

More company events

Qualifications

• 3+ years experience in Remote Support or similar role in IT.
• Valid UK driving license required.

Responsibilities

• Install solutions for clients and document the process.
• Attend client meetings and manage project expectations.
• Update customers on project statuses and escalate issues as needed.

Skills

Technical understanding

Customer service

Adaptability

Communication skills

Positivity and resilience

Job description

About Business Computer Solutions

As an Employee-Owned business, the BCS work ethic is caring, focused, fun and it really is our people who make us. It means all staff are empowered and encouraged to share, learn every day, and to grow. We are continuously striving to shape the future of the business by creating unprecedented value and opportunity for our team - changing the way we work with ongoing support, development, and inspiration.

About the role

Although we work in the technology industry, customer service is of main importance when it comes to our business. Your day-to-day role will be installing solutions as a defined project for our clients. This could be anything from a single PC installation to a full VoIP rollout. Your advanced technology skills will be required to implement projects with minimal business interruptions or problems for our clients. This role will be a mix of remote and client location installations, which may also include attending pre and post project meetings with the client.

This role requires 3+ years\' experience in a Remote Support or similar role within the IT industry.

Responsibilities and expectations

• One of the main responsibilities of the role is being accountable for your own performance. We strive to deliver an excellent customer experience - every time!
• Excellent verbal and written communication skills, including documenting your work within our PSA system on every customer request.
• Communication: update customers on projects, communicate internally, seek assistance, and escalate to a line-manager as needed.
• Detailed and accurate work, documenting the work carried out and delivering to client expectations with minimal business impact.
• Ability to handle a healthy balance of pressure, staying calm and positive amid fast-paced requests.
• Become a "Product Champion" of a particular tool; maintain up-to-date product knowledge and lead internal training and documentation.
• Client visits: attend on-site when remote implementation is not possible and maintain professionalism while updating the client on progress.

Skills/Qualifications

• A high level of technical understanding to complete a project from start to finish.
• Passion for technology and how it helps drive client success and business goals.
• Care: a high level of customer service.
• Positivity and resilience in varied days to keep the team motivated.
• Ability to learn and adapt in a changing technology and security landscape.
• Valid UK driving license.

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT) score.
• Gross Margin % to ensure projects stay within budget.
• Technology accreditation passes: minimum of 2 accreditations per year (training costs covered by BCS).
• SLA adherence.

Terms and timings

This is a Monday to Friday 09:00–17:00 role. Additional hours may be required after probation and will be paid at time and a half or as time in lieu. All additional shifts are on a rota basis. Some client visits may require travelling outside standard hours to be onsite for 09:00.

Benefits

• Company paid quarterly events
• Cycle to work scheme
• Onsite gym
• Profit-sharing
• Paid training
• Company car
• Company pension
• Enhanced paternity leave
• On-site gym
• On-site parking
• More company events

This calendar allows this, as the majority of this role involves travelling and working from client sites after completing the standard 6-month probationary period. Performance bonus and EO profit share available after the probationary period.

Location

Ability to commute/relocate: Ramsgate CT12 5EU (reliably commute or plan to relocate before starting work; preferred)

Work Location: In person