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Field Support Specialist
2 months ago
About the Role:
Zenzero is seeking a highly skilled Field Support Specialist to join our team. As a Field Support Specialist, you will play a critical role in providing exceptional support to our customers and their end-users.
Key Responsibilities:
- Configure and deploy end-user computing devices to meet agreed standards
- Visit customer sites to complete scheduled activities, including installations, upgrades, and changes
- Provide reactive support for network, server, and storage equipment located on customer sites
- Offer end-user support and assistance for desktop, office, and other end-user computing tasks
- Complete incidents, service requests, and other defined activities, including proactive checks and basic event triage
- Work with customers to arrange and complete work, attend meetings, and act as a single point of contact
- Ensure Field Services meet all Key Performance Indicators (KPIs)
- Maintain the Zenzero knowledge base and ensure Field Services achieve Service Level Agreements (SLAs)
Ideal Candidate:
- Previous experience working for a Managed Services Provider (MSP or MSSP)
- Knowledge and technical understanding of Microsoft 365 and general business IT systems
- Experience using IT Service Management (ITSM) tools, such as ConnectWise Manage or ServiceNow
- Operational understanding and experience working in ITIL-aligned environments
- Excellent troubleshooting skills and strong team working and leadership skills