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Field Service Technician

3 months ago

London Area, United Kingdom Stack Digital Full time

Job Title: Senior Field Service Technician

Location: England, HP8 4SP, United Kingdom

Job Type: Contract (Inside IR35)

Duration: 4+ Months


Job Description:

As a member of the Field Service Operations team, the candidate will provide high-quality support with exceptional customer service, technical expertise, and timeliness. This position involves frequent contact with executive end users, peers, and managers, primarily face-to-face as Deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolve customer problems and support other members of the Site Services department. The candidate will also support (Smart Hands and Eyes) other IT teams, including Audio Visual, Network (Data and Voice), and Servers.This senior technician should clearly understand the response and resolution urgency at the executive level and be able to set and manage customer expectations to avoid negative impacts on business and customer experience, providing timely resolutions including workarounds when needed. A can-do and extra-mile attitude is a must.


Key Roles and Responsibilities:

  • Soft skills are a key component for this resource.
  • Face-to-face and remote support.
  • White Glove Oriented (elevated level of care and detail).
  • Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
  • Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
  • Audio Visual support understanding.
  • Basic level of knowledge on Mac devices.
  • Perform onsite updates, configuration changes, or software installations.
  • Provide onsite technical assistance to end users.
  • Identify potential issues that could adversely impact end user experience and follow through on action steps to prevent them.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Coordinate vendor support (e.g., hardware vendor technicians for warranty repair/replacement).
  • Perform end-user support related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
  • Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support.
  • Provide IT support for disaster recovery and immediate response in emergencies at local sites.
  • Provide on-call support if required outside business hours on a rotational basis.
  • Provide Hand and Feet support for network and voice devices.


Desired Qualifications or Relevant Experience:

  • BS/BA in Computer Science, Information Systems, or an equivalent combination of education and experience.
  • 3 years of experience in service delivery and end-user hardware and software configuration and troubleshooting.
  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Excellent customer service orientation and verbal communication skills.
  • Experience supporting Windows Operating Systems (including 11), MS Office, VPN (Virtual Private Network), local and network printing, notebooks, and mobile devices.
  • Software IMAC and troubleshooting of a wide range of applications.
  • Analytical thinking and problem-solving ability.
  • CompTIA A+ certification or equivalent certification.
  • Flexible for traveling to remote sites (cluster sites).
  • Smart Hands and Eyes support for network-related issues.
  • Should be able to lift weights up to 30 lbs at waist level.