IT Field Engineer Contractor Cardiff, Wales, United Kingdom Description Job Title: IT Field Engineer Salary: £280-300 per day Contract Type: Permanent Location: Cardiff Wales (Travel to customer sites required) Role Purpose: This is an incredibly impactful role in a successful, mission driven B2B company. You will have growth opportunities and be able to collaborate closely with other creative and engaged team members. We are looking for a field engineer to support customers across south Wales and beyond. The ideal candidate will be an enthusiastic, customer focused IT professional, with knowledge of networks, communication, desktop, and server infrastructure technologies. As our Field Engineer, you will be supporting customers at various sites. This includes providing support to onsite service desk operations, scheduled visits and responding to major incidents where onsite support in required. You will be based Primarily in South Wales but there will be occasions to travel further afield. You will be required to carry out an enhanced DBS check for this position Responsibilities: Travel to customer sites to provide support to service desk operations, scheduled visits and major incidents. Responsible for assisting the customer with questions about supported software and computing platforms, in a customer facing, professional and courteous manner. Ensuring adherence to company processes and SLAs/OLAs. Responsible for own queue and ticket management. Lead in the development of good customer service practices Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and updatess. Research questions using a variety of manuals and resources, and to work with other consultants, Circle IT employees, product vendors, internal technical teams and affiliated consulting organisations in answering any of the customer's questions. Familiar with the research and information resources and knowledge bases at hand. Communicate and liaise verbally and in writing between customers / suppliers responding clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions. Establish and maintain effective working relationships with co-workers, supervisors and customers. Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willing to learn as he/she progresses in the position and as faced with new questions and situations. Support other Service Desk operations as required Travelling between sites, customer sites and to Circle Its head office will be required. Requirements Experience and Skills: Enhanced DBS Check required Experience of working in a technical customer service IT support role dealing with 2nd line queries. Demonstrable customer service and communication skills Exposure to working to SLA's (Service Level Agreements) and OLA's (Operational Level Agreements) Demonstrable experience of working in a fast-paced working environment An understanding/working knowledge of the following technologies: Microsoft Windows Operating Systems, Audio & Visual (Projectors, whiteboards), MFDs, SCCM, InTune, Azure, Microsoft Office 2019, Office 365, Anti-Virus Products, PC & server security, Windows Server 2016/2019/2023, MAC OS operating systems, FSMO roles, Active Directory, Virtual Infrastructure technologies - Hyper V, VMWare, Exchange. MDM systems (Mobile Device Management), WLAN Basic understanding of various backup technologies, Firewall exposure - SonicWALL, WatchGuard, Cisco, LAN - Cisco, Dell Have a Passionate, Proactive and Dynamic approach to your work. Strong prioritisation, decision making and problem-solving skills. Keep up to date with continuous professional development and industry trends. Able and happy to complete an enhanced DBS check. Full and valid UK driver's license Behaviours: Eager to learn and develop and to share knowledge with others Strong customer service and engagement skills, able to engage with different levels of stakeholders/users (e.g. Employee to C Level) Strong organisational skills Passionate about providing excellent customer service. Enthusiastic, creative, take ownership, dynamic, flexible/agile, assertive, proactive. Act as a role model to colleagues and an ambassador Strong team work ethic and can-do attitude Detail focused but agile; Able to balance contending business.