IT Field Services Specialist

5 days ago

Guildford, Surrey, United Kingdom Zenzero Full time

Job Summary:

Zenzero is seeking a highly 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 expert advice and guidance on IT-related issues.

Key Responsibilities:

  • Device Configuration and Deployment: Build and configure end-user computing devices to meet agreed standards, ensuring seamless integration with existing IT systems.
  • On-Site Support: Visit customer sites to complete scheduled activities, including installations, upgrades, and changes, as well as provide reactive support for network, server, and storage equipment.
  • End-User Support: Provide expert assistance for typical desktop, office, and other end-user computing tasks, ensuring minimal downtime and maximum productivity.
  • Incident and Service Request Management: Complete incidents, service requests, and other defined activities, including proactive checks, basic event triage, and resolving subsequent issues within agreed parameters.
  • Customer Relationship Management: Develop and maintain strong relationships with customers, acting as a single point of contact for both internal and external stakeholders.
  • Knowledge Management: Ensure the Zenzero knowledge base is up-to-date, providing valuable insights and best practices for the team.
  • SLA Management: Ensure Field Services meet all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), driving continuous improvement and excellence.

Ideal Candidate:

  • Proven experience working in a Managed Services Provider (MSP or MSSP) environment.
  • Strong technical understanding of Microsoft 365 and general business IT systems, including Azure, Intune, and Autopilot.
  • Experience with IT Service Management (ITSM) tools, such as ConnectWise Manage or ServiceNow.
  • Operational understanding and experience working in ITIL-aligned environments, including SLAs, Incident Management, Service Request Fulfilment, and Change Management.
  • Excellent troubleshooting and problem-solving skills.
  • Strong team working and leadership skills, with the ability to motivate and guide team members.

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