Field Service Technician

Job Description

Our client is looking for a Field Service Technician to join their growing Operations Department.As the Face of the company you will be pivotal to the daily operation of the business ensuring that our clients requirements are met accurately and efficiently.Job SummaryThis role is pivotal to the daily operation of the business ensuring that our clients requirements are met accurately and efficiently.The role is customer facing, resolving issues and implementing change either remotely or at our client sites across the UK.The role is crucial in ensuring the Companys mission of Providing the best IT Support in the world is achieved.ResponsibilitiesAlways demonstrate excellent customer service, particularly when at client sites.Provide end user and infrastructure support (remote and on-site) for desktop / notebook computers, mobile devices, Microsoft and Apple OS, applications, local services (antivirus, firewall, print spoolers, etc.), networking (LAN / WAN, IPV4, Gateways, DHCP,etc.), drive mapping, printers, uninterruptible power supplies (UPS) and 3rd party vendor repairs.Travel to and from client sites across the UK (some overnight stays possible).Collect IT equipment from client sites and return to the companys office.Deliver, install, and configure IT equipment at client sites.Troubleshoot issues and seek to resolve promptly.Provide basic training to users on how to use equipment and systems.Be involved in system implementations and site deployments.Complete basic CAT5 and CAT6 cabling repairs.Demonstrate efficient management of own workload, working to strict deadlines.Ensure project and incident tickets are accurately and promptly updated.Ensure client related documentation is kept up to date.Liaise with 3rd parties for support as appropriate.Be responsible for own personal development.Communicate openly with the companys Service Desk on incident and project ticket progress.Investigate, diagnose and resolve technical issues, escalating appropriately to Technical Experts where necessary, whether working remotely or at a client site.The responsibilities of this role will normally include all duties described in this Job Description and any additional or different duties, as may be required from time to time.Person SpecificationEssential CriteriDesirable/CriteriaEducation/QualificationsMicrosoft 365 Certified: Modern Desktop Administrator Associate (Exams: MD-100 + MD-101)DrayTek DCNA certified.3CX Qualified (Intermediate).Relevant IT qualification for example NVQ, Diploma or Degree.ExperienceExperience of working with a variety of clients.Previous experience in supporting and implementing client hardware and software.Skills/Ability/KnowledgeAbility to use, support and implement MS office applications.Working knowledge and experience of Windows Server, Windows Desktop, Microsoft Exchange, Hyper-V, Remote Desktop Services and Active Directory & Windows Operating Systems.A general understanding of IT Networking: TCP/IP, WAN, LAN, WLAN.Ability to make decisions within the boundaries of the role.Ability to prioritise and multi-task efficiently.Ability to proactively problem solve and identify solutions.Basic understanding of GDPR principals.Experience working with macOS.Knowledge of N-Able (Solarwinds).Qualities/AttributesExcellent verbal, written and listening skills.Exceptional time management skills.Demonstrable empathetic and confident demeanour.Always calm and reassuring.Aptitude to proactively learn new systems and client specifics.Understanding of the fundamentals and importance of SLAs.A self-starter with a can do attitude.Flexible and pragmatic, yet resolute and decisive.Logical thinker.Able to work well under occasional pressure.Excellent motivator, encouraging collaborative working within the team.Excellent attention to detail.OtherFull, clean driving licence.