IT Field Support Specialist

1 week ago


Crawley, West Sussex, United Kingdom Zenzero Full time

We are seeking a skilled IT Field Support Specialist to join our team at Zenzero. As part of our Field Services team, you will provide general advice and guidance to customers and their end-users, as well as work on incidents and service requests that cannot be completed remotely by our Service Desk.

Job Requirements

  • A Managed Services Provider (MSP) background is essential for this role.
  • You should have a strong 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, is also required.
  • Operational understanding and experience working in ITIL-aligned environments, including SLAs, Incident Management, Service Request Fulfilment, and Change Management, are necessary.
  • Excellent troubleshooting skills and the ability to demonstrate strong team-working and team-leadership skills are also essential.

Job Responsibilities

  • You will build and configure end-user computing devices, such as desktops, laptops, and tablets, to agreed standards.
  • You will visit customer sites to complete scheduled activities, including installations, desk moves, upgrades, and changes, as well as other planned activities.
  • You will provide reactive support for network, server, and storage equipment located on customer sites, including acting as remote-hands for our Resolver Groups.
  • You will provide end-user support and assistance for typical desktop, office, and other end-user computing tasks.
  • You will complete incidents, service requests, and other defined activities, including performing proactive checks, basic event triage, and resolving subsequent issues within agreed parameters.
  • You 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.

The estimated salary for this position is $80,000 per year, based on industry standards and location.



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