Field Service and Technical Support Specialist

4 days ago

Guildford, Surrey, United Kingdom Zenzero Full time
Job Description

As a Field Service and Technical Support Specialist at Zenzero, you will be part of a dynamic team that provides technical support and services to our customers and their end-users. Your primary responsibility will be to provide general advice and guidance, as well as working on Incidents and Service Requests that cannot be completed remotely by our Service Desk.

Key Responsibilities:

  • Visit customer sites to complete scheduled activities such as installations, desk moves, upgrades, and changes.
  • Provide reactive support, including support for Network, Server, and Storage equipment located on customer sites.
  • Act as a remote-hands for our Resolver Groups.
  • Provide end-user support and assistance for typical Desktop, Office, and other End-user Computing tasks.
  • Complete Incidents, Service Requests, and other defined activities, including performing Proactive Checks, basic Event Triage, and resolving subsequent issues within agreed parameters.
  • Work from a Zenzero office and provide general support services.
  • Ensure Field Services fulfill all KPIs.
  • Ensure Field Services achieve SLAs.

Requirements:

  • Working knowledge and technical understanding of Microsoft 365 and general business IT systems, including Azure, Intune, and Autopilot.
  • Experience in using ConnectWise Manage or another ITSM tool, such as ServiceNow, Remedy, or Autotask.
  • Operational understanding and experience working in ITIL-aligned environments, including an understanding of SLAs, Incident Management, Service Request Fulfillment, and Change Management.

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