Field Services Engineer
As part of a Field Services team, you will support our customers and their end-users by providing general advice and guidance as well as working on Incidents and Service Request that cannot be completed remotely by our Service Desk. You will need to work to defined SLAs as well as assisting our Project teams with deployments and other installation activities.
Building and configuring end-user-computing devices like desktops, laptops and tablet devices to agreed standards
Visit customer sites to complete scheduled activities like installations, desk moves, upgrades and changes as well as other planned activities
Visit sites to provide reactive support including support for Network, Server and Storage equipment located on customer sites - this includes acting as remote-hands for our Resolver Groups
Providing end-user support and assistance for typical Desktop, Office and other End-user Computing tasks
Completing Incidents, Service Requests and other defined activities including performing Proactive Checks, basic Event Triage and resolving subsequent issues within agreed parameters, handing-off to other Resolve Groups and third parties when needed
When not visiting customer sites you will work from a Zenzero office and provide general support services
Ensuring Field Services fulfil all KPIs
Ensuring Field Services achieve SLAs
Working for a Managed Services Provider (MSP or MSSP)
Knowledge and technical understanding of Microsoft 365 and general business IT systems (including Azure, Intune & Autopilot)
Experience in using ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask)
Operational understanding and experience working in ITIL aligned environments including an understanding of SLAs, Incident Management, Service Request Fulfilment and Change Management