IT Field Services Specialist

5 days ago

Chichester, West Sussex, United Kingdom Zenzero Full time
Field Services Engineer Role at Zenzero

Zenzero is seeking a 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 general advice and guidance, as well as working on Incidents and Service Requests that cannot be completed remotely by our Service Desk.

Key Responsibilities:

  • Configure and deploy end-user computing devices to agreed standards
  • 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, including acting as remote-hands for our Resolver Groups
  • Offer 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
  • May be assigned to a specific customer or group of customers with special responsibility for arranging and completing work, attending meetings, and acting as a single-point-of-contact for both inside and outside of Zenzero
  • Work from a Zenzero office and provide general support services when not visiting customer sites
  • Ensure Field Services fulfill all KPIs
  • Ensure the Zenzero knowledgebase is up to date
  • Ensure Field Services achieve SLAs

Ideal Experience:

  • Working for a Managed Services Provider (MSP or MSSP)
  • Knowledge and technical understanding of Microsoft 365 and general business IT systems (including Azure, Intune & Autopilot)
  • Experience in using ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask)
  • Operational understanding and experience working in ITIL aligned environments, including an understanding of SLAs, Incident Management, Service Request Fulfilment, and Change Management
  • Ability to demonstrate excellent troubleshooting skills
  • Ability to demonstrate strong team working and team leadership skills

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