Field Support Engineer / IT Support Engineer


Premium Job From BluetownOnline Ltd

Recruiter

BluetownOnline Ltd

Listed on

5th December 2016

Location

London

Salary/Rate

£30000 - £30000

Type

Permanent

Start Date

ASAP

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Job Title: Field Support Engineer

Location: London

Salary: Up to £30,000

The company is a leading Managed Service provider of IT Consultancy and Infrastructure services, delivering secure and highly-available solutions that solve business problems.

Job Role:

The main purpose of this role is to deliver onsite technical support to clients ensuring that scheduled tasks, chargeable or service related, are completed within SLA in order to support the company's commitment to 100% Client Satisfaction and service quality.

The role will primarily provide onsite technical support for services that the company has been contracted by its clients to deliver and manage and they include Application, Desktop, Security & Compliance, Data Network services and IP Telephony services.

Key Accountabilities:

* 1st and 2nd line duties supporting 200+ users across various London locations.

* Diagnosing and resolution of issues for bespoke airline applications (Reservation systems, Cargo systems and Web based apps) as well as other third party applications (Windows 7, Office 2010, SalesForce, RDPs, Sharepoint, Finance systems such as Oracle and banking authority certificates) used within the business.

* Practicing ITIL service management by raising, updating and progressing tickets using HP Service Management software.

* Working with IT Teams globally to ensure fault cases are handled and/or escalated efficiently whilst keeping key stakeholders updated at all times.

* Performing EOL PC/Laptop deployments, local data transfers and configuring bespoke user requirements.

* Support Alcatel phone system, usernames, numbers, VMs password, phone models.

* Conduct hardware asset management audits using in-house created IT management Software.

* Raising IT Service requests for users, new starters, RFCs and hardware additions using in-house system.

* Create and update full site documentations using Visio and Word including network maps, configurations, fault manuals and other bespoke site info.

* Purchasing of IT equipment via UK Supplier website.

* Involvement in UK projects which require attendance of meetings, offering localised site/product knowledge to contractors and builders, before and during projects.

* Provide, as required local end user support, for infrastructure (servers and desktops) and Network infrastructure (switches, routers and firewalls) under management and complete any work in line with SLAs or to the client's satisfaction as appropriate.

* Drive continuous service improvement by identifying recurring issues and other incident patterns and instigate the activities necessary to resolve these.

* Provide 'hands-on' technical support to office based resolver groups as needed.

* Ensure that all voice and data support calls are responded to and resolved within SLA and to the client's satisfaction.

* Ensure all installations and de-installations of local hardware are carried out effectively in line with the relevant work schedule or project change request.

* Accurately document all work carried out on projects and service related support using the company's Service Management Platform.

* Check 'signs of life' and general physical condition of any onsite equipment managed by the company (including communications room cabling) and report any defects or issues so that they can be rectified.

* Meet your obligation to support out of hours working as required by the business and in line with any published rota.

* Build and maintain effective and productive working relationships with both colleagues and third parties.

Professional / Personal Skills and Experience:

* Has a track record of delivering success in a similar role within an IT or professional services business.

* Has in-depth knowledge and operational understanding of the Windows operating systems used by the company's clients. Also Basic grasp of networking in an office place, patching, switches, routers, UPS devices, Fibre/UTP.

* Significant experience of Incident, Problem and Change Management from an operational perspective.

* Is client and solution focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising the commercial viability of the contract.

* Has the ability to listen effectively, to diagnose a client's problem and find an appropriate solution.

* Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through.

* Strong attention to detail in the way client's issues are resolved and then recorded on the company's Service Management Platform.

* Well organised, manages own time effectively and is punctual.

* An effective communicator who engages with the business and makes a valuable contribution to its success beyond your own function.

* Shows a strong interest in the technologies the Company uses and continually develops knowledge of those and new ones for the benefit of the business and its clients.

* Able and willing to travel across the UK as the business requires.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of; IT Specialist, Senior IT Support Specialist, IT Support, IT Helpdesk Support, 2nd Line Support, Helpdesk Support Technician, Helpdesk Analyst, IT Technician, IT Service Desk Technician, IT Services Manager, 2nd Line IT Support, Support Engineer, IT Desktop Support, IT Technician, Senior Technician, Windows XP/7/8, MS Office, Windows Server will also be considered for this role.

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