Junior IT Field Service Engineer

Arcadis Llp
up to £20000 plus excellent benefits
03 Oct 2017
05 Nov 2017
Contract Type
Full Time
Arcadis are recruiting a Junior IT Field Services Engineer, to join an established Regional IT Workplace Support team, based in the Arcadis Manchester Office, Manchester, UK. Arcadis is a Windows based environment, using a mix of standard Office toolsets (including O365) and specialised third party and bespoke internal system and applications to deliver its IT services. Arcadis has also developed a sophisticated suite of Engineering Applications and software solutions delivered and used in 19 countries in Europe, Middle East and UK (EMEUK) and the outside EMEUK supporting a growing Arcadis user base of circa 28,000 Users. The EMEUK Arcadis Desktop environment is predominantly based on Dell Laptops and Desktops running Microsoft Windows 7/10 and MS Office 2016 and O365. Globally, Arcadis also runs Microsoft System Centre which has enabled Arcadis to implement Global Enterprise Systems and enable remote access (e.g. Skype), and the automation of tasks (e.g. SCCM). The calls assigned to Field Services Engineers, are normally Incidents which cannot be resolved by the IT Service Desk either due to complexity, scope, available permissions, time or planned Service Requests. The Field Services Engineers role will also be involved in a range of project work from office moves, changes to software roll outs through to upgrades and supporting new mobile and print hardware. Some of these duties require a flexible approach to working hours and some activities may require providing occasional support outside of normal office hours. Arcadis currently uses BMCs Remedyforce as the Global ITSM toolset for all Incident and Service Request logging, tracking and reporting providing a standard global approach to delivering a quantifiable service to the Business. Base location for this role will be the Arcadis Manchester Office, Manchester, UK, but travel to other offices to provide onsite support may be required. To ensure all Field Engineer roles and tasks are supported and progressed, the respective Team Lead or Senior Engineer will assign Field Service tasks as necessary, to ensure all areas are supported within the agreed in-country Business Hours. A flexible approach to working hours will be required as some activities will require supporting systems outside of normal office hours and the role forms part of the regional Europe Middle East & UK (EMEUK) Support team function. This Role includes: Incident Management - the logging, updating, resolution and escalation for User based technical issues relating to all IT and communications hardware, software, systems and services deployed across the group. Major Incident Management - to be part of the Resolving Teams when Major Incidents occur and where Incidents have been escalated to the Second Line Teams to Resolve, also ensuring that Major Incidents are flagged up to the respective Team and managed. Problem Management - working with other Resolving Teams to identify the root cause of problems and provide workarounds and fixes. Release Management - to be aware of and support software and hardware roll-outs and software, desktop systems upgrade and install programmes. Change Management - adherence and compliance with the IT Change Management process. BUL/Line Manager: IT UK Field Services Team Lead Core responsibilities include: - Work closely with a designated Field Services Engineer who will provide ongoing help and support - Ensuring that calls logged and escalated by 1st Line Support Analysts are responded to within set SLT (Service Level Targets) - Where possible helping to resolve Incidents assigned from 1st Line Support Analysts - Ensuring user Customer Satisfaction during each step of Incident Resolution - Where possible, providing end user hardware and software support - Where possible, providing guidance/advice to users on Standard hardware and applications. - Accurate escalation of incidents to 3rd Line Support including Third Party Supplier where appropriate - Building your understanding of ARCADIS looking for areas where you can add best value, considering these carefully and making a proposal to your line manager - Where possible, demonstrating a willingness to offer support to other Arcadis IT teams - Participating actively and constructively in team meetings - Where possible, helping to optimise service delivery and improve customer experience - Keeping informed and updated on ARCADIS Business and IT strategies - Where possible, ensuring that you follow and adhere to standard process - Where possible, identify and escalate any perceived Risks to Line Managers Skills Required: - Excellent customer service and customer facing skills - Competent English Language skills (both Verbal and Written level) - Basic knowledge/awareness of Microsoft Windows 7 / 10 and Office 2013 / 2016 products - Basic knowledge/awareness of network cabling, patching and network fundamentals - Basic knowledge/awareness of PC/Laptop hardware items - Basic knowledge/awareness of Mobile device configuration (iOS, Android) - Basic knowledge of Security and virus protection - Basic knowledge/awareness of Printer configuration/setup - Good customer service and customer facing skills - Ability to liaise with staff and customers with empathy - Where possible a proactive approach to problem solving - Able to work as part of a team or working alone and unsupervised - Good interpersonal skills - Where possible, a basic knowledge of Service Level Targets (SLTs). Education and Training - Basic knowledge of Microsoft O/S - Windows 7/ Windows 10; Office 2013/16/O365 and Outlook - Basic knowledge of laptops and mobile devices Technology - Dell PC/Laptop hardware - Microsoft O/S 7/2010, Office 2016, O365 - Mobile devices, iOS, Android Arcadis is the leading global Design & Consultancy firm for natural and built assets. Applying our deep market sector insights and collective design, consultancy, engineering, project and management services we work in partnership with our clients to deliver exceptional and sustainable outcomes throughout the lifecycle of their natural and built assets. We are 27,000 people, operating in over 70 countries, generating ?3.4 billion in revenues. We support UN-Habitat with knowledge and expertise to improve the quality of life in rapidly growing cities around the world. Arcadis. Improving quality of life. Arcadis UK now incorporates the Hyder and EC Harris brands. What We Offer: We offer a dynamic challenging job with international focus in a pleasant working climate, attention to education and a competitive remuneration package reflecting the seniority of the role. You will have a great deal of responsibility with endless opportunity for impact and freedom for initiatives. Given the international spread of the business a certain level of flexibility in working hours is important. We offer a fantastic working environment where you own your destiny and will be encouraged to forge a successful career. In addition, we offer some excellent benefits, such as: For some levels, PMI and Income Protection is paid for Highly competitive salary Annual holiday allowance, plus the option to buy and sell One of the best contributory pensions in the industry, Pension matched to 8% Interest free Season Ticket Loan Flexible Benefits, with the option of spending this on: Private healthcare Cycle to work scheme Childcare vouchers And Lots more! Annual Professional Subscription Paid Life Assurance Enhanced Maternity and Paternity Leave Long Term Service Awards Discretionary Bonus Refer a Friend Scheme that rewards you for every successful introduction you make.
This job was originally posted as www.jobsite.co.uk/job/959243485