Global 4 Horsham, England, United Kingdom
Overview
Role: Field Engineer (IT & Telecoms) at Global 4
Location: South East - Field & Remote
Salary: 35k
Hours: Monday to Friday 8:30-17:30 +OOH Support
Holiday: 25 days + bank holidays
What will you 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 related problems, including escalations from support teams, customers, the Client Experience Team and third parties.
* Monitoring of customers systems using remote monitoring and management tools; performing daily checks and reporting on their condition.
* Take full ownership of user problems and communicate progress in a timely, courteous and professional manner.
* Publish support documentation and provide training as required; support the Technical & Client Experience teams.
* Ensure customer services are monitored and escalate or action alerts as needed.
* Make recommendations for future-proofing IT Support services and promote Global 4 services where appropriate.
* Be involved in new client onboarding on site to understand and document client environments for confident support by IT & Telco teams.
* Attend client sites to complete proactive or reactive IT & Telco tasks as driven by demand.
* Provide extensive and complex technical knowledge; act as escalation point and share knowledge to upskill the team.
* Articulate technical faults and solutions clearly to customers; breakdown technical definitions to a basic level.
* Collaborate within the team and proactively develop technical skills.
* Diagnose and resolve customer faults within defined SLA, identify trends and ensure final solutions.
* Build, configure and maintain customer solutions to a high standard.
* Adhere to work instructions and ISO/GDPR practices.
Requirements for the role
* Tenacious and goes 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 multitasker
* 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, incl. 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
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Engineering and Information Technology
Industries
* IT Services and IT Consulting
What benefits will you receive?
* 50% off Broadband & Utility packages (free after two years)
* 33 days holiday allowance including bank holidays
* 5 additional days leave based on length of service
* £250 Bright Ideas Scheme
* Kudos Employee Recognition Scheme
* Buy & Sell holiday allowance scheme
* Death in service benefit
* Pension scheme
* Complimentary fruit, tea, and coffee
* Eye care vouchers
* Friday fridge
* Company lunches
* £1,000 Refer A Friend Scheme
* Paid Charity leave
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