Field Support Engineer

3 weeks ago

Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time
Position Overview

Role Summary:

We are seeking a Field Support Engineer to become a vital part of our extensive and collaborative team of Outsourced Engineers. In this role, you will address a diverse array of client requirements both onsite and remotely from our headquarters. Your primary responsibility will be to deliver exceptional and timely technical assistance while representing Tailor Made Technologies with professionalism and respect. This position is ideal for a seasoned 2nd/3rd Line Engineer looking to advance their career.

Advantages of Joining Tailor Made Technologies:

  • Competitive remuneration package
  • Structured training opportunities for professional development
  • Dynamic work environment encouraging input from all team members
  • 25 days of annual leave in addition to public holidays
  • Day off for your birthday
  • Flexible health plan and access to various health benefits
  • IT purchasing program
  • Company pension scheme
  • Engaging Social Committee organizing monthly events and competitions
  • Well-equipped breakout area featuring complimentary breakfast and recreational activities

About Tailor Made Technologies:

As a trusted partner in transformative managed technology, Tailor Made Technologies (TMT) specializes in Managed IT, Cyber Security, and Communication solutions. Our mission is to empower small and medium-sized enterprises to harness technology effectively to meet their objectives.

With a partnership-driven approach and a profound understanding of our clients' strategic ambitions, our in-house teams customize our services to meet each client's distinct needs, fostering business growth.

Through our comprehensive service offerings, extensive technical expertise, and outstanding customer support, we ensure that your essential IT and Communication systems operate smoothly, allowing you to focus on achieving your goals.

Key Responsibilities of the Field Support Engineer:

  • Deliver second-line technical support to clients.
  • Adhere to scheduled onsite engineering commitments as per the Roaming Engineer calendar.
  • Identify opportunities for enhancement and propose solutions to relevant stakeholders.
  • Utilize Tailor Made software for managing, monitoring, and proactively addressing customer incidents.
  • Maintain effective communication with clients regarding ongoing support tickets.
  • Meet established service level agreements (SLAs).
  • Ensure compliance with ISO standards by maintaining and updating all relevant processes and documentation.
  • Collaborate with third-party vendors to resolve incidents related to client-specific applications.
  • Assist the Technical Resource Operations Manager, Account Manager, Service Desk Manager, and Project Engineers with infrastructure upgrades and maintenance.
  • Perform equipment assembly and installations as necessary.
  • Align all activities with ITIL best practices.
  • Execute any additional tasks as required.

Required Experience:

  • Familiarity with service desk ticketing systems.
  • Experience in any of the following areas is advantageous (not all are mandatory):
  • Configuration and support of Windows Desktops
  • Configuration and support of Windows Servers
  • Office 365 support
  • Configuration and support of Microsoft Exchange
  • Active Directory management
  • VMware support
  • Citrix support
  • Strong networking capabilities
  • Knowledge of ITIL principles

Essential Skills:

  • Exceptional communication abilities
  • Strong organizational skills
  • Results-oriented with a proven history of success
  • Collaborative team player
  • Self-driven and proactive
  • Resilient and capable of working under pressure

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