IT Field Services Specialist
5 days ago
Job Summary:
Zenzero is seeking a highly skilled Field Services Engineer to join our team. As a Field Services Engineer, you will be responsible for providing technical support and services to our customers and their end-users.
Key Responsibilities:
- Technical Support: Provide technical support and guidance to customers and their end-users, resolving Incidents and Service Requests in a timely and efficient manner.
- Field Services: 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 end-user support and assistance for typical Desktop, Office, and other End-user Computing tasks.
- Incident and Service Request Management: Complete Incidents, Service Requests, and other defined activities, including performing 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 inside and outside of Zenzero.
- Knowledge Management: Ensure the Zenzero knowledgebase is up to date and accurate, and that Field Services are meeting all KPIs and SLAs.
Requirements:
- Technical Knowledge: Strong technical knowledge of Microsoft 365 and general business IT systems, including Azure, Intune, and Autopilot.
- ITSM Experience: Experience in using ConnectWise Manage or another ITSM tool, such as ServiceNow or Remedy.
- ITIL Alignment: Operational understanding and experience working in ITIL aligned environments, including an understanding of SLAs, Incident Management, Service Request Fulfilment, and Change Management.
- Soft Skills: Excellent troubleshooting skills, strong team working and team leadership skills, and the ability to work in a fast-paced environment.
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