Onsite Field Service Engineer

7 days left

21 Jul 2022
18 Aug 2022
Contract Type
Full Time
Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

Reports to: IT Operations Manager

Location: Grimsby


This position will provide onsite technical support to our client s customers and also assist our service desk remotely. A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently. A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.


Provide service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers

Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes

Triage and resolve incidents to stringent customer defined SLAs

Drive service improvement within the service desk to improve first time fix resolution times

Communicate clearly, effectively and in a timely manner with all customers

Create and maintain accurate documentation within the centralised management database

Provide any on-site support to resolve customer service outages as required to meet SLAs

Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience


Minimum Level 3 IT qualification and 2 years experience in a 1st or 2nd Line role within a service desk environment

Good knowledge of Windows Server, Virtual environments, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus

Cloud hosted O365 skills required

MS Exchange and Outlook management skills required

Knowledge of data backups and schedules including VEAAM and Cloud hosted services

Demonstrated PC hardware/software trouble-shooting skills

Excellent team player with proven mentoring capabilities.

Excellent communication and interpersonal skills; professional telephone demeanour

Strong customer service skills and attention to detail

ITIL knowledge preferred or certification would be desirable

Patience, ability to work under pressure and good organisational skills

The ability and desire to develop the role and make it your own

Committed to achieve the client s vision

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