Field Engineer

Summary

Join Smartdesc as a 2nd Line Field Engineer based in Whitechapel, London or remotely within the London area. Represent the business through daily client interaction, building strong relationships by providing excellent IT support. You will be responsible for onsite and remote service desk support, resolving IT malfunctions, and contributing to IT improvements. This highly technical role requires strong customer service skills, ownership of issues, and excellent communication. You will collaborate with IT Managers, the Customer Experience Manager, Professional Services, and IT Security teams. The position involves direct client engagement through various channels, managing tickets within an SLA framework.

Requirements

• Have strong technical skills with a good ability to fault find and problem solve under pressure, potentially on client sites
• Have a minimum of two years’ experience in a similar role
• Have strong working knowledge of Office 365 both on premise and cloud
• Have previous experience and knowledge of ticketing systems (Preferably ITIL Framework)
• Have working knowledge of Microsoft Azure including Remote Desktop Services
• Have working knowledge of Microsoft technologies – Server / Exchange / Active Directory
• Have knowledge of security technologies and toolsets such as monitoring & Mcafee EPO
• Have knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc
• Have experience working as an onsite IT Field Engineer
• Have exceptional communication skills
• Have client facing customer service skills, both inside and outside of the company
• Have a 'Can do' positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently
• Have the ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations

Responsibilities

• Resolve onsite IT malfunctions
• Provide managed service desk support onsite & remotely
• Work with your colleagues to help deliver IT improvements and recommendations throughout our clients
• Take ownership of issues & requests and see it through to resolution or escalation if required
• Keep clients updated either through written or verbal updates
• Manage and prioritize their own tickets and workload, while also ensuring they are adhering to the SLA response and resolution deadlines

Benefits

• Structured Professional Development Plans
• Access to market leading e-Learning and certifications
• Monthly protected learning time
• Paid-for certifications to support your development