The Field Support Engineer will provide expert knowledge around IT Security and Networking protocols. As well as possessing outstanding customer service skills, the Field Support Engineer will ensure that queries are attended to and thoroughly investigated before resolving or being transferred onto the relevant levels. The Field Support Engineer will be responsible to work towards the company’s KPIs around service quality and accuracy whilst ensuring to provide both remote and onsite support to clients and colleagues. It is essential to have previous 2nd line Support Engineer experience for this role as well as at least three years proven background in Information Technology.
Responsibilities & Requirements
Provide expert knowledge around IT Security and Networking Protocols.
Correctly identify and escalate issues to relevant levels.
Ensure outstanding customer experience is provided at all times.
Continuously strive to exceed company KPIs around customer service and technical efficiency.
Demonstrate strong working knowledge of Windows OS and Virtualization technologies.
Working within the Managed Services department of the business.
Provide high levels of support around network and software installations.
Attend to all on site and field maintenance requests.
Support colleagues when needed and maintain professional working relationships.
Provide clients with high standard of installation support both on site and remotely.
Ensure to provide communication support on Lan, Firewalls and cabling structures.
Look after the full life cycle of incidents and their resolutions.
Take pride in the quality of work and constantly keep up date with the latest technologies.
At least 3 years’ experience of working within a similar role.
GCSE educated (Maths and English).
Line support experience.
Industry specific qualification would be beneficial.
Solid background in Software and Hardware maintenance.
Perform well under pressure.
Strong knowledge of MS Operating systems.
Experience of working with Exchange 2007, 2010 and 2013.
Good knowledge of AD and Win Servers (2008 & 2012).
Demonstrable customer service skills.
Strong knowledge of Epos Systems and troubleshooting.
Excellent team player with the ability to work on own initiative.
Outstanding problem-solving skills.
Previous exposure to Avaya technologies would be advantageous.