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Field Support Specialist

2 months ago


Guildford, Surrey, United Kingdom Zenzero Full time

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