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 technology infrastructure and providing essential support to our clients.

Position: Field Support Engineer

Location: 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 maintenance for our advanced systems at a financial services client.

Your role will involve close collaboration with both internal teams and the client's technical personnel to guarantee the effective functioning of our technology solutions 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, offering on-site support for all systems.

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

3. **Troubleshooting and Resolution:** Quickly diagnose and resolve technical issues. Escalate complex problems to the appropriate internal teams and coordinate with them for timely solutions.

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 guidance on best practices.

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

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

Qualifications:

1. **Technical Proficiency:** Strong understanding of 365, Azure, Endpoint Management, Jamf, and Device Deployment, along with AV troubleshooting skills.

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

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

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

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

6. **Adaptability:** Ability to thrive in a fast-paced and dynamic environment, with a willingness to adapt to changing priorities and take on additional responsibilities as needed.

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

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

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