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IT Field Services Specialist

2 months ago

Guildford, Surrey, United Kingdom Zenzero Full time

About the Role

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
    • Configure and deploy end-user computing devices, such as desktops, laptops, and tablets, to meet customer requirements.
  • On-Site Support
    • Visit customer sites to complete scheduled activities, including installations, desk moves, upgrades, and changes.
    • Provide reactive support for network, server, and storage equipment located on customer sites.
  • End-User Support
    • Offer technical assistance and guidance to end-users on desktop, office, and other end-user computing tasks.
  • 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, including attending meetings and acting as a single point of contact for both internal and external stakeholders.

Requirements

  • Technical Expertise
    • Strong knowledge and technical understanding of Microsoft 365 and general business IT systems, including Azure, Intune, and Autopilot.
  • ITIL Alignment
    • Operational understanding and experience working in ITIL-aligned environments, including SLAs, incident management, service request fulfillment, and change management.
  • Soft Skills
    • Excellent troubleshooting skills.
    • Strong team working and team leadership skills.

Desirable Experience

  • Working for a Managed Services Provider (MSP or MSSP).
  • Experience using ConnectWise Manage or another ITSM tool (ServiceNow, Remedy, Autotask).