2nd line Field Engineer
Role details
Job location
Tech stack
Job description
- Act as the front line of Smartdesc, representing the business through daily face-to-face communication with clients.
- Develop and build trusted relationships with our client base by providing excellent IT support through regular communication and customer service.
- Provide onsite service-desk support and field-engineer services to Manchester-area based clients.
- Resolve onsite IT malfunctions.
- Manage service-desk support both onsite and remotely.
- Work with colleagues to deliver IT improvements and recommendations throughout the client base.
- Collaborate closely with IT Managers, Customer Experience Manager, Professional Services, and IT Security teams.
- Engage with clients through onsite support, remote support, walk-ins, telephone, and email.
- Manage and prioritize tickets using the ticketing system, ensuring adherence to SLA response and resolution deadlines.
Requirements
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Minimum two years experience in a similar role.
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Strong working knowledge of Office 365 both on premise and cloud.
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Experience with ticketing systems (preferably ITIL Framework).
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Working knowledge of Microsoft Azure, including Remote Desktop Services.
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Knowledge of Microsoft Server, Exchange, and Active Directory.
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Familiarity with security technologies and toolsets such as monitoring and McAfee EPO.
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Knowledge of networking infrastructure (LAN / WAN / DNS / Firewalls).
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Experience working as an onsite IT Field Engineer. Personal Skills
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Exceptional communication skills, both client-facing and internal.
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Positive attitude with ability to resolve customer problems promptly and efficiently.
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Ability to spot opportunities and improvements that benefit the end-user experience, and to advance them with senior colleagues. Job Circumstances
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Travel to customer sites required.
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Core hours 08 : 00-18 : 00, Monday to Friday. Occasional evening or weekend work may be required during go-live / deployment windows.
Benefits & conditions
- Gym membership contribution
- Health Cash Plan
- Increased annual leave with length of service
- Free annual leave on birthday
- Length of service bonus
- Flexible working hours
- Hybrid working
- Free will writing service
- Life Insurance
- And much more. #J-18808-Ljbffr
