Overview
Global 4 – Horsham, England, United Kingdom. Hours: Monday to Friday 8:30–17:30 plus out-of-hours support. Location: South East – Field & Remote. 25 days holiday plus bank holidays. 50% broadband discount after two years. This role is for the Field Engineer (IT & Telecoms) at Global 4.
What you’ll be doing
* Visiting client sites to provide IT & Telco solutions as a field engineer.
* Work with the Technical Teams and act as a single point of contact for IT & Telco issues, changes and queries.
* 2nd & 3rd line end-user support – troubleshooting IT & Telco problems, including escalations from support teams, customers, Client Experience Team and third parties.
* Monitoring customer systems using remote monitoring and management tools; performing daily checks and reporting on system condition.
* Take full ownership of user problems and follow up on status, communicating progress in a timely, courteous, and professional manner.
* Publish support documentation to assist other team members and customers; provide training if required.
* Collaborate with the Client Experience Team to ensure services are monitored and escalations are actioned as needed.
* Make recommendations to future-proof IT Support services, including process or technical changes; promote Global 4 services where appropriate.
* Be involved in new client onboarding on site to understand and document client environments so IT & Telco teams can support confidently.
* Attend client sites for proactive or reactive IT & Telco support tasks as driven by customer or ticket demand.
* Provide extensive and complex technical knowledge; be the escalation point for more complicated faults and share knowledge to upskill the team.
* Articulate technical faults and solutions clearly, breaking down technical terms for customers.
* Work collaboratively within the team; proactively develop technical skills.
* Diagnose and resolve customer faults within defined SLAs, identify trends, and implement final solutions.
* Build, configure, and maintain customer solutions to a high standard.
* Adhere to work instructions, log information accurately, and set next actions in line with ISO and GDPR practices.
Requirements for the role
* Tenacious and willing to go the extra mile
* Detail-oriented, eager to learn and listen
* Quick to develop technical and service skills
* Strong cross-functional collaboration skills
* Logical, process-driven problem solver
* Proven track record of driving quality
* Hands-on, supports team workload
* Highly organised and able to multitask
* Strong problem-solving and attention to detail
* Experienced in customer service with a warm approach
* Flexible and adaptable to business needs
* Skilled in networking and router configuration, including advanced Wi-Fi & VOIP services
* Passionate about IT/Telecoms
* Naturally customer-focused with excellent customer skills
* Strong communicator with empathy for customers, colleagues, and suppliers
* Supports and coaches others when possible
* Professional, approachable, and courteous
* Positive team player who leads by example
* Holds a clean UK driving license
* Willing to travel and stay overnight when required
Employment type
* Full-time
Job function
* Engineering and Information Technology
Industries
* IT Services and IT Consulting
Note: This description reflects the responsibilities and requirements for the Field Engineer (IT & Telecoms) role as provided by Global 4. Referrals may be requested during the application process.
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