Field Support Engineer

6 days left

02 Feb 2017
02 Mar 2017
Contract Type
Full Time

Field Support Engineer:

The purpose of the role is to join our technical service desk as the Request Onsite Query Engineer and to deliver outstanding customer service by understanding TIG’s clients IT and business needs.

To carry out workbench tasks, software deployment and assist the Professional Services team as required during installations, both internally and externally as required.

The Request Onsite Query Engineer will play a vital role within the Managed Service department by maintaining a professional approach at all times along with being the main onsite presence and contact for all of TIG’s clients.

The key responsibilities for this role are below but these are not exhaustive as any other associated duties may reasonably be required

Key Responsibilities

  • A good knowledge of Microsoft Server Operating systems.
  • Extensive knowledge on Hardware - Windows Desktop and Laptop PC’s, Printers, Mobile devices (e.g. iPhones, WIN phones and some WIN tablets)
  • Communications - LAN support, cabling structures, Firewalls, Remote access mobility hardware solutions (e.g. iPhone, 3G cards etc.).
  • Good experience of Avaya telephone systems would be desirable.
  • Operating Systems - Windows XP, Windows 7, Windows 8 and Windows 10, Windows Server 2008 - 2012.
  • Backup Software - Knowledge of backup software and devices.
  • Active Directory - Good understanding of AD, user account, groups and permissions.
  • Exchange Email Servers.
  • Office 365.
  • Experience of virtualization technologies.
  • Knowledge of IT security, networking protocols, firewall and VPN configuration, remote access, content filtering, Spam filtering, malware and virus protection.
  • The role will involve a combination of onsite support, onsite preventative maintenance days, customer installations/upgrades, in-house remote support.
  • Good understanding of Epos Systems and troubleshooting.
  • Escalate more complex or critical issues to appropriate senior staff.

Installations Assistance

  • Work alongside Installation Specialists as a resource during Network Installations and Audits
  • Assist with the physical deployment of hardware into an environment
  • Assist with software installations as required

Key Performance Indicators:

  • Achieving satisfactory levels in Customer questionnaires
  • To deal with the day to Day Request/Queries to a high level of service.
  • To provide an exceptional level of service to all TIG clients.
  • To ensure that all Requests/Queries are dealt with within contracted SLA timeframes.
  • To ensure all installation work is carried out to a high level of service
  • Design and creation of WI for the use of your peers
  • Encourages commitment in others to the achievement of common goals
  • Gather technical knowledge to consistently increase your own skill set
  • To deal with the day to day bench work with a high degree of accuracy and efficiency

Personal and Team Development

  • Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behavior.
  • Provide cover or deputize for other engineers in their absence either within the same team or across teams.

Comply with The Internet Group and Support Services Centre standard working practices

  • Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.

Skills and Experience:Skills and Experience Essential

  • Educated to GCSE level in Maths and English or equivalent.
  • 3 + years of working within I.T. Environment
  • Minimum of 2nd line skills
  • Excellent communication skills
  • Proven Customer Service Skills
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress requests/queries to resolution
  • Ability to work under pressure
  • Ability to work in a team and to support team members
  • Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner.

Effective keyboard skills

  • Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner.

Knowledge in the following technologies (not limited to):

    • Win Server 2008, 2012
    • Active Directory
    • Analytical Fault Finding
    • Printers (Install & Configure)
    • BlackBerry’s
    • Industry recognised qualification in relevant area
    • ITIL

Skills and Experience Desirable

  • Exchange 2007, 2010, 2013
  • Networking (Switches, Routers, Comms, DSL)
  • Desktop and Server Hardware maintenance
  • Desktop OS - Windows XP, Windows 7, Windows 8, Windows 10