Company Profile Total IT is an award-winning technology services company based in Bedford. Total IT has been going since 2006 with an established growth record, fantastic clients and an excellent working environment. Committed to delivering high touch IT support, our aim is to provide the highest levels of service coupled with a great working environment. Experience: You will be an IT Field Engineer managed by our Professional Services Team Leader. You will be managed by our Head Office in Bedfordshire and your key responsibility w ill be to attend client sites around the country, predominantly London. You are expected to respond to reactive issues and complete the successful installation of both IT hardware to meet client requirements & taking ownership of issues and ensuring the clients expectations and both set, met and exceeded providing a quality service first time, every time. As a field engineer, youll combine product knowledge with fantastic people skills, relationship building delivering exceptional solutions to clients. Minimum of 2 yr experience within similar technical role Familiar with working onsite at clients premises A good understanding of h ealth & safety requirements Troubleshooting experience to an intermediate level Experience of supporting multi-site clients Responsibilities: Attend client sites around the country, predominantly London. Respond to reactive issues and complete successful installation of IT hardware. Ensure client expectations are set, met, and exceeded. Handle 2nd line support tickets during periods of low ticket volume Customer Service : Work on and resolve escalated Helpdesk Tickets. Delight clients with a friendly, quick, and helpful experience. Provide advanced on-site troubleshooting and installation/removal of equipment. Perform on-site hardware maintenance and support. Handle 2nd line support tickets during periods of low-ticket volume Use of Ticketing System : Use the ticketing system to work on and resolve Helpdesk Tickets & Service Requests. Manage and record all work through the ticketing system. Maintain client documentation. Split tickets with several issues into individual tickets. Ensure tickets are not stale throughout the process. Project Work : Assist the projects team with on-site project delivery as needed. Communication, Reporting & Risk : Create and maintain documentation for on-site processes. Escalate tickets requiring Service D esk Manager support. Communicate ticket status to clients at every step, notifying them of any changes or outages. Submit timesheets and expense reports as indicated in SOPs. Identify, communicate, and mitigate potential risks to the Service Desk Manager and clients. Complete end of job reports highlighting what went well, what didnt and what is still left to do. Team Work : Follow the schedule provided by the Service Desk Manager, Project Coordinator or Project Manager. Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. Follow all security procedures and remain vigilant for security issues. Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively. Undertake other duties as required by the Professional Services Team Leader, Service Desk Manager or Head of Operations. Technical Skills Required: Windows Desktop (10,11): Install, configure, and troubleshoot issues. Microsoft 365 : Basic understanding and troubleshooting of Microsoft 365 software. Networking : Understanding and troubleshooting of networking, IP addresses, MAC addresses, DNS, internet connection issues, Wi-Fi issues, and firewall configuration. Printers : Understanding of printer errors, configurations, and reinstalling drivers. Project Installations : Installation of desktops, laptops, workstations, monitors, printers, routers, firewalls, switches, UPS, wireless access points, CCTV cameras, access control systems, and audio-visual systems. Desired Skills: A love of (and ability to) solve problems and challenges. Great communication skills, founded in being a good listener. Advanced understanding of support tools, techniques, and how technology is used to provide services. Advanced understanding of operating systems, business applications, printing systems, and network systems. Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices. Advanced experience and understanding of structured cabling (tidy cable management is a must ). Advanced experience installing and maintaining networking and VoIP equipment. Advanced experience and knowledge of working with the Microsoft 365 Platform. Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc). Advanced experience working with vendors for expedited troubleshooting of hardware and software systems. Must be able to type quickly and accurately while talking on the phone. A deep desire to deliver an amazing client experience. Advanced knowledge of IT applications, software, and hardware. Great communication skills, founded in being a good listener. A deep desire to deliver an amazing client experience. The ability to keep up with and adapt to the fast-paced IT world. Nice to Have Skills : Experience using a ticketing system/RMM tool and PSA software. Experience providing support via remote tools. Experience handling technical service tickets. Professional IT certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP)/IT Support Business. Produce and keep up to date documentation on clients systems Company benefits: 30 Days annual leave plus 1 day, 2 weeks either side of your Birthday Private Healthcare including 24hr GP Service, In-patient/Out-patient care, Therapies cover & Advanced Cancer Care cover Mental Health & Wellbeing programmes Audio, Optical & Dental cover Reward Programme with an estimate value of £,1750 per year Great working environment with friendly team Contributory pension scheme Receive up to 10 days of relevant training per year A tailored professional and personal development plan High performance computers for all employees Work in a modern environment, we have break out areas for those quiet times 17 th Floor office view over London Interview Process: Stage 1: Microsoft Teams interview. This generally lasts between 15 and 30 minutes and will be with our Recruitment Team Stage 2: Face to face interview with a Technical Test with our Service De sk Manager & Head of Operation s Stage 3: A call with our Recruitment Team to run through a job offer, set expectations and confirm any outstanding questions. Final Stage: An offer letter is sent with an agreed start date. Welcome to the Total IT Team! Why work at Total IT A recent team survey gives you an insight into the work life here at Total IT: "Great people", "The atmosphere makes me want to come into work each day!" Joining us on a technical role, expect a warm welcome, and to be treated fairly and professionally with top-up training to help you meet your own goals.