Field Services Technician

**Field Services Technician**

**Location**:Based in Aberdeen with regular travel throughout the UK

**Hours**: 40 hours per week, including overtime and weekend on a rota basis

As part of the Aberdeen Service Delivery team, you will support 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 solely by our remote Service Desk teams.You will need to work to defined SLAs as well as assisting our Project teams with deployments and other installation activities.

**Responsibilities**
- Building and configuring end-user-computing devices like desktops, laptops and tablet devices to agreed standards
- Visit customer sites to complete scheduled activities like installations, desk moves, upgrades and changes as well as other planned activities
- Visit sites to provide reactive support including support for Network, Server and Storage equipment located on customer sites - this includes acting as remote-hands for our Technical Delivery Team.
- Providing end-user support and assistance for typical Desktop, Office and other End-user Computing tasks
- Completing Incidents, Service Requests and other defined activities including performing Proactive Checks, basic Event Triage and resolving subsequent issues within agreed parameters, handing-off to other teams and third parties when needed
- You may also 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. This may include workingcustomer’s sites for longer periods of time
- When not visiting customer sites you will be working from a Zenzero office and provide general support services
- Ensuring Field Services fulfil all KPIs
- Ensuring the Zenzero knowledgebase is up to date
- Ensuring Field Services achieve SLAs.

**What you will need to succeed**

You will be a confident, pro-active self-motivated person, who is experienced working under pressure in a fast-paced environment. You will be able to follow processes and procedures correctly with minimum oversight and make recommendations to the adjustingof those processes. You will also be flexible with your working hours and be able to cover specific shifts, holiday cover or high-priority activities as required.

**Experience**

We are looking for people that can demonstrate the required technical and customer services skills therefore the following experience is advantageous
- 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

**Technical Certifications**
- Technical certifications are not a prerequisite for this role, however they may be advantageous

**Company Standards**

As with all Zenzero employees you will be expected to uphold the following company standards when performing this role...
- Adhere to the Quality Management System in order to support ISO9001
- Adhere to Zenzero’s GDPR & Information Security standards
- Adhere to any Health & Safety requirements
- Undertake training and development in order to support this role
- Comply with Zenzero’s policies.