Field Support Engineer

4 weeks ago

London, Greater London, United Kingdom E-Frontiers Full time
Job Overview

Company Overview

E-Frontiers is a prominent player in the realm of financial technology services, specializing in managed services and IT infrastructure solutions tailored for global Capital Markets enterprises. We are dedicated to fostering innovation and excellence in technology, enabling our clients to enhance their investment strategies and operational efficiencies.

As a Field Support Engineer, you will be an integral part of our team, ensuring the seamless operation of our advanced technology systems at a financial services client.

Position: Field Support Engineer

Location: London, United Kingdom

Role Summary

We are in search of a highly proficient and driven Field Support Engineer to join our esteemed team. In this capacity, you will be tasked with delivering technical assistance and system maintenance for our innovative solutions at a client site.

Your role will involve close collaboration with both our internal teams and the client's technical personnel to guarantee the effective functioning of our technology offerings and to resolve any technical challenges that may arise.

Key Responsibilities:

1. **On-Site Technical Assistance:** Act as the primary technical liaison for the client, providing on-site support for all technology systems.

2. **System Oversight and Maintenance:** Oversee the performance and health of client systems, ensuring optimal operation. Conduct routine maintenance tasks, including hardware and software updates along with configuration adjustments.

3. **Troubleshooting and Resolution:** Quickly diagnose and resolve technical issues. Escalate complex challenges to the appropriate internal teams and coordinate efforts to achieve timely resolutions.

4. **Incident Management:** Address incidents and service requests from the client, adhering to established service level agreements (SLAs) and following defined incident management protocols. Accurately document incidents and their resolutions.

5. **Client Relationship Development:** Cultivate and maintain strong relationships with key client stakeholders, understanding their needs and proactively addressing their concerns. Serve as a technical consultant to the client, offering insights on best practices.

6. **System Improvements and Upgrades:** Collaborate with the broader team to implement system enhancements and upgrades. Engage in testing and validation processes to ensure smooth deployment.

7. **Training and Knowledge Transfer:** Facilitate training sessions for the client's technical staff to improve their understanding of the technology platform. Share technical expertise and best practices with both internal teams and the client to promote continuous improvement.

Qualifications:

1. **Technical Proficiency:** In-depth knowledge of 365, Azure, Endpoint Management, Jamf, and Device Deployment, along with audio-visual troubleshooting skills.

2. **Experience:** A minimum of 2 years in a similar capacity within the financial services sector, providing on-site technical support and troubleshooting.

3. **Analytical Skills:** Ability to analyze intricate technical issues, identify root causes, and propose effective solutions. Strong troubleshooting and diagnostic capabilities, especially in high-pressure scenarios.

4. **Communication Skills:** Exceptional verbal and written communication skills, with the ability to convey technical information clearly. Strong interpersonal skills to foster relationships with clients and collaborate effectively with cross-functional teams.

5. **Client-Centric Approach:** Proven ability to understand and meet client needs while delivering outstanding customer service. Proactive in anticipating client requirements and exceeding expectations.

6. **Adaptability:** Ability to excel in a fast-paced and dynamic environment. Willingness to adjust to changing priorities and take on additional responsibilities as necessary.

7. **Educational Background:** A degree in Computer Science, Engineering, or a related discipline is preferred but not mandatory.

** Training/Onboarding will be conducted in person, fully funded by the client. **

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