IT Field Engineer

This role will provide both on-site and remote support to our customers, as well as remote support to our internal IT helpdesk. The role holder will work closely with the Project Managers and Project Coordinators, responsible for identifying and resolving issues with client equipment and systems., * Provision of IT support to our client base in person or remotely

• Provision of IT support in the Installation and commissioning of IP and VoIP Telephone systems
• Adhere to our strict customer SLA’s ensuring the best possible client experience
• Ensure that the company CRM systems are kept up to date with customer and site information (including all documents, network diagrams and site photos etc.)
• Installations of full IT infrastructures
• Onsite IT configurations and preventative maintenance visits on a calendar basis
• Onsite fault finding in servers, Desktop PC’s networking devices
• Support the IT Service Desk team with remote second line support fault finding & customer interaction.
• Planning, scheduling, and releasing resources to manage project workflow and ensure On-Time, In-Full Delivery of all projects to scope and budget
• Work with Project Managers to plan and schedule on site work, required to deliver projects and achieve customer acceptance
• Contribute to a high-performance team culture within the Projects function, and company more generally, to deliver the right solutions for our customers, leading to growth, retention, and reputation., * 100% First response time SLA met on all priority levels
• 100% of tickets resolved within SLA
• Regular and informative ticket updates on all tickets
• Ensure our database of customer information is updated whenever tickets are handled, or changes to any customer IT environments are made (networks, apps, comms)
• Excellent Customer interaction and service on all tickets and visits (NPS score or relevant measure)
• Quality of team site visits - completing and accuracy (own & team)

Do you have experience in WAN?, * Experience in deskside support or other user support functions (5 years minimum)

• Good communication skills - Interpersonal, written and verbal
• Ability to work on own, part of a team, and under pressure
• Demonstrable self-leadership, drive and energy, a self-starter
• Good time management and prioritisation
• Possess initiative to diagnose problems
• Professional working attitude
• Experience in providing high levels of customer service
• Undertake relevant and appropriate training for succeeding in this role
• Experience of leading and managing a team to deliver above expectations, * 5+ years of understanding technical skill sets and managing technical resource allocation in IT / Comms / Networks / related professional services
• Proven track record in delivering Projects.
• Complete end to end understanding of Cat 6 and Cat 5 wiring schemes
• Knowledge & experience of Voice, LAN, WAN, Wi-Fi, Security, Print, Cloud Services, Microsoft applications projects, and the resource issues that may arise in any related implementation
• Must be certified in at least three of the following IT qualifications: ITSM / ITIL V4 / CMMI / CIS V8 / COBIT 5 / TOGAF / CCIE / CCNP / VMWare Certified Professional VCP-NV/ CompTIA Network+ / CWNA / CDRE / CBCM / CBCP/ NIST / etc.
• Outstanding organisational skills: highly disciplined and motivated in the management of self and others to organise, pursue, and complete all actions necessary to deliver a project to plan
• Proactive and pre-emptive communicator; naturally intuitive in understanding when to communicate, the channel to use, and the influence style to apply