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IT Field Services Specialist

1 month ago

Chichester, West Sussex, United Kingdom Zenzero Full time
Field Services Engineer Role at Zenzero

Zenzero is seeking a skilled Field Services Engineer to join our team. As a Field Services Engineer, you will play a critical role in supporting our customers and their end-users by providing general advice and guidance, as well as working on Incidents and Service Requests that cannot be completed remotely by our Service Desk.

Key Responsibilities:

  • Device Configuration: Build and configure end-user-computing devices to agreed standards.
  • Site Visits: Visit customer sites to complete scheduled activities, including installations, desk moves, upgrades, and changes.
  • Reactive Support: Provide reactive support for Network, Server, and Storage equipment located on customer sites, including acting as remote-hands for our Resolver Groups.
  • End-User Support: Provide end-user support and assistance for typical Desktop, Office, and other End-user Computing tasks.
  • Incident and Service Request Management: Complete Incidents, Service Requests, and other defined activities, including performing Proactive Checks, basic Event Triage, and resolving subsequent issues within agreed parameters.
  • Customer Liaison: You may be assigned to a specific customer or group of customers with special responsibility for arranging and completing work, attending meetings, and acting as a single-point-of-contact for both inside and outside of Zenzero.

Ideal Experience:

  • Working for a Managed Services Provider (MSP or MSSP).
  • Knowledge and technical understanding of Microsoft 365 and general business IT systems, including Azure, Intune, and Autopilot.
  • Experience in using ConnectWise Manage or another ITSM tool, such as ServiceNow or Remedy.
  • Operational understanding and experience working in ITIL-aligned environments, including an understanding of SLAs, Incident Management, Service Request Fulfilment, and Change Management.
  • Ability to demonstrate excellent troubleshooting skills.
  • Ability to demonstrate strong team working and team leadership skills.