Field Service Specialist

5 months ago

Belfast, United Kingdom Axiom Software Solutions Full time

**Job Description**:
Job title: Field Service Specialist

Location: Belfast, UK

Duration: 6+ month contract with Inside IR35

**Field** **Service Specialist**:
**JOB SUMMARY**

1) Minimum five years experience in a deskside / field services / site support role

2) Good standard of spoken and written English

3) Experience of working with European or US-based multinational corporations, preferably financial services

4) Minimum experience 5+ years in field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)

5) Eligible to work in the target country

6) Must be prepared to work 5 days per week onsite (not remote)

7) Participate in shift rotas (office hours) and on-call rota (out of hours)

8) Must be prepared to join rota to cover public holidays when required

**Essential Duties and Responsibilities**

Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.

Develops and provides technical coaching and mentoring to other desktop services staff and company associates

Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction

Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment

Participate in team projects as requested (upgrades/rollouts)

Use of IT ticketing systems to respond to end user issues

Videoconferencing experience including operation, call set-up and equipment

Smart-hands support to 3rd line remote teams

**Technical Skills and Personal Abilities**

Strong analytical and troubleshooting skills

PC hardware troubleshooting (Dell/HP/Lenovo)

MS Windows build and support

Apple Mac build and support is an advantage

Software installation/troubleshooting

Experience performing technology refreshes

Mobile device support (iOS/iPhone/iPads) - excluding warranty hardware repair

Asset tracking - Weekly tracking of New/Deployed Asset, Lost/Stolen Assets

Stock room management

Basic support inVideo conferencing equipment

Hands on experience in server-side workstation maintenance like upgrading and patching activities.

Basic Knowledge of Network & Telephony Support

Demonstrate initiative and act independently to resolve problems

Ability to work with customers and achieve successful outcomes in handling difficult situations

High level of personal integrity with accountability for results

Customer focused - Customer is #1 attitude

Detail oriented

**Education / Expertise**

Technical degree (BSc or MSc)

Minimum 5 years of experience in hardware, software and basic network troubleshooting in a Deskside/Field Service support environment.

Technical Certification will be an added advantage

**Skills**:
Customer Satisfaction, Customer Focused, Software Installation, Ms Windows, Accountability, Customer Service, Scala, Customer Focus, Mentoring, Technical Skill, Technical Skills, Strong Analytical

About Company

We are committed to providing solutions that are simple to use and cost-effective, that meet the specific set of needs defined, and that are adaptable to meet future needs.

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