Company Profile
Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
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.
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