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Technical Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Hays Specialist Recruitment Limited Full time
Job Description

We are seeking a highly skilled ICT Field Services Engineer to join our client's team on a temporary basis. As a key member of our technical team, you will provide 1st, 2nd, and 3rd line support services to our people, maintaining and improving our infrastructure.

Key Responsibilities:
  • Site Support and Deployment: Provide on-site support and deployment services to multiple sites, ensuring timely and efficient resolution of technical issues.
  • Field Service Management: End-to-end management of field service jobs, expediting maintenance and troubleshooting procedures across our network and server provisions.
  • Request Management: Manage requests through to resolution, meeting Service Level Agreements (SLAs) and ensuring high levels of customer satisfaction.
  • Project Work: Work on various projects, including hardware installations, network upgrades, and security enhancements.
  • Troubleshooting and Repair: Respond to client and system service requests, troubleshoot and fix technical faults and issues to completion.
  • IT Service Delivery: Ensure the IT needs of our clients are met in relation to teaching, learning, and administration.
  • Security and Network Administration: Handle security and network administration tasks, including hardware repair and replacement.
  • Equipment Installation: Ensure equipment is installed and ready for use by end-users.
  • Cabling and Hardware Installation: Co-ordinate on-site cabling and hardware installation duties, working with our Core Network team to ensure hardware is correctly deployed and connectivity is tested and reachable remotely.
  • Site Surveys: Survey shop premises for Wi-Fi and 4G coverage, capturing vital information required for the planning of future deployments of associated hardware and cabling.
  • Pre-Cable and Pre-Deploy Duties: Perform pre-cable and pre-deploy duties in cases where circuits and client sites are yet to be delivered or readied by vendors.
  • Troubleshooting and Rectification: Troubleshoot/investigate and rectify circuit connection errors and circuit/hardware down scenarios, working closely with internal teams.
  • Hardware Upgrades: Perform hardware upgrades on legacy equipment and re-cable as instructed.
  • SLA Compliance: Maintain compliance with internal and client-agreed SLAs surrounding time taken to deliver each ticket/site deployment, dependent on geographical location.
Essential Experience:
  • Project Work: Proven experience in project work, including planning, execution, and delivery.
  • 1st-3rd Line Support: Experience in providing 1st-3rd line support services, including troubleshooting and repair.
  • Network and Cabling: Knowledge of network and cabling infrastructure, including Cisco and other technologies.
  • Operating System Support: Experience in supporting various operating systems, including o/s support and deployments.
  • Office 365 and 365 Admin: Experience in Office 365 and 365 admin, including Intune.
  • VMware Virtualisation: Knowledge of VMware virtualisation and its applications.
  • Troubleshooting: Proven troubleshooting skills, including the ability to identify and resolve complex technical issues.