IT Field Support Engineer

3 weeks ago

Doncaster, United Kingdom Hays Full time

IT Field Support Engineer

3 months contract - £240 INSIDE

Contract to Permanent opportunity available - £45,000 plus car

Doncaster - 3 days onsite / 2 days field based


As a member of the IT Support Team, you will provide 2nd line technical support to IT users in the field. You will be responsible for troubleshooting technical issues, diagnosing problems, and finding solutions to ensure that users receive the best possible service.

1)You will provide technical support to diagnose and troubleshoot common hardware, software, and networking issues and assist with computer software integration. You may work either on-site or remotely to help with software installations, network failures, hardware faults, and other IT-related problems. The role will also assist in logging and resolving user incidents/service requests using the IT Service Management Tool, monitoring progress and, keeping users appraised of events and updates.


What you’ll do:

  • Handle incoming incidents and service requests referred by the IT Service Desk
  • Deal with requests within the agreed performance targets and service levels.
  • Identify and carry out any immediate corrective action that can resolve or contain issues directly.
  • Monitor progress of incidents and keeps all interested parties informed.
  • Apply diagnostic utilities, FAQ’s and knowledge bases to aid in troubleshooting.
  • Submit items to knowledge base for future reference when appropriate.
  • Resolve incidents, verifying the resolution and confirming with the customer.
  • Work with 1st and 3rd line support groups to assist resolution where necessary.
  • Escalate and progress the severity of support issues as required.
  • Ensure that all relevant information is recorded in the Service Management system and kept up-to-date.
  • Work with other members of the team on a rota basis to ensure the IT Support team is continually staffed during operational hours.
  • Offer general advice, points of contact and guidance on all available IT services.
  • Log, track and resolve incoming incidents and service requests from IT users via telephone, portal, email and walk-ins.
  • Participate in site setup, re-location and de-commission support activities as required.
  • Participate in IT project-related work as required.
  • Provide support and assistance during major incidents as required.
  • Ensure familiarity and compliance with the UK IT Risk Management process and procedures and undertake IT Risk training and awareness as required.
  • Reasonably work at any UK location as the business requires in order to provide on-site support


What you’ll achieve:

Proactively handling and resolving assigned IT user incidents and service requests in accordance with defined service level targets, IT ticket quality standards and IT customer service principles.

Managing user service escalations in accordance with agreed procedures.

Production and maintenance of IT Field Support processes, procedures, operational, and site-specific documentation.


What you’ll bring to the role:

  • 2-3 years’ experience in an IT field support role, which includes experience of administering and providing support for the following:
  • Microsoft Windows 10 and11desktop operating systems
  • Microsoft Windows Server 2016 and later versions
  • Microsoft Office 365 and other windows based applications.
  • A wide range of other ‘desktop’ software.
  • Collaboration systems.
  • Web applications.
  • PC, Laptop and Printer hardware.
  • iPhones and iPads.
  • Active Directory services.
  • Broad technical understanding of IT systems, applications and AutoCAD Applications, including BIM software technologies.
  • Support of a wide range of other ‘desktop’ software
  • Support of Collaboration systems.
  • Experience of supporting web applications.
  • Local and wide area networks and networking components
  • Mobile Device Management
  • Apple iPhone, iPad and Android configuration
  • Able to work in a fast-paced environment that is intent on delivering solutions to its customers in a timely manner.
  • In-depth knowledge of IT systems, hardware, software, and networking technologies.
  • Strong problem-solving skills and the ability to handle complex technical issues.
  • Excellent communication and interpersonal skills.
  • Familiarity with ITIL or other IT service management frameworks

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