Overview
Join to apply for the Field Services Engineer role at Riverlite, part of Xperience. Location: Bury St Edmunds. Contract Type: Permanent. Apply Online.
Role Details
* Location: Bury St Edmunds
* Contract Type: Permanent
* Apply: Apply Online
Job Description
At Xperience we deliver business efficiencies through Digital Transformation. We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That’s why we’ve got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.
The Role
As a Field Services Engineer, you will provide onsite IT technical support for Xperience’s customers. The customers will typically be charities, schools and health & Social care, so strong customer-facing experience supporting end users face to face is essential. You will ensure customers receive the highest level of support, working closely with the technical teams within Xperience to investigate, troubleshoot and support IT infrastructure, hardware and software across customer locations.
Responsibilities
* Perform onsite IT support functions for the customer, representing Xperience face to face with our customers
* Record activities and functions performed while onsite through the Xperience Ticket Management tool, ensuring transparency, reporting accuracy and knowledge share
* Explore service improvements and innovation in the market and how these can benefit our business from an operational, services and security perspective
* Engage with, develop and manage relationships between relevant parties, departments and customers
* Understand how Xperience and customer operations and procedures work to provide a high level of service
* Propose and deliver improvements to the Framework for Operational practices and services, delivering the standards and tracking adherence to key stages
* Cover and support other Field Service Engineer onsite bookings, if required due to absence
Benefits
* 30 days annual leave plus 8 bank holidays
* 1 additional day’s leave for your birthday
* Employer pension contribution of 3%
* Hybrid working
* Cycle to Work Scheme
* IT Purchase Scheme
* Access to Skillsoft Learning and Development Platform
* T&Cs apply based on contract
Competencies
* Communication — Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Respects confidentiality
* Teamwork and Collaboration — Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues
* Results Focused/Problem Solving — Prioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results
* Client and Commercial Focus — Is focused on understanding the clients’ needs and is driven to fulfil them. Strives to consistently meet service standards
Equal Opportunities
Xperience is an equal opportunities employer
Experience Required
* Essential: At least one year’s hands-on experience with a ticket management system
* Previous IT Support experience working within an internal or external facing helpdesk support team
* Good communication skills and a can do attitude
* Experience of working in a customer facing environment with the ability to communicate clearly and concisely with customers
* Excellent team player
* Problem solving skills
* Ability to be resilient to issues and influences outside of their control
* Ability to take ownership and work on the detail in a real time environment
* Full driving license that enables you to drive in the UK and access to own vehicle for business purposes
* Willingness to undergo an Enhanced DBS check with Barred List if successful, due to the nature of our client sites
* Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
Travel
* Suffolk
* Norfolk
* Cambridgeshire
* Essex
* Hertfordshire
* London
* Surrey
* Kent
Desirable
Travel willingness is desirable; see above for locations.
Technical Competencies
* Knowledge of Windows operating systems, both PC and servers
* Knowledge of computer hardware, software, security and networking
* Active Directory (Configuration, troubleshooting, Group Policy)
* Microsoft Exchange (2010, 2013, 2016)
* Basic understanding of networking (DNS, DHCP, switching, routing, VPN)
* Citrix Technologies (XenApp, XenDesktop, NetScaler, StoreFront)
* Any SharePoint experience would be beneficial
* Office 365 Technologies
How to Apply
Apply Online
Seniorities
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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