Field Services Engineer
Field Services Engineer
Up to £25,000
Hays IT have been engaged by a large organisation to source a Field Services Engineer to join their busy team. You will provide IT technical support to ITIL/accredited standards, ensuring efficient and high quality service delivery across the national customer base. The postholder will assist infrastructure teams in the support and maintenance of the IT infrastructure and the associated servers and services.
Your new role
The engineer will act as first point of escalation for IT incidents and issues and will work with other IMT services as necessary to resolve.
To be responsible for delivery of a consistently high standard of services to all supported organisations
To participate in out of hours on call services in accordance with agreed SLAs
To respond and resolve assigned service desk calls to meet agreed service levels ensuring that all SLA and KPI's are consistently and reliably met
To work closely with other teams within IMT service to ensure customer satisfaction through end-to-end ownership of incidents and problems
Be the first point of escalation for incidents and problems relating to the locality covered
To ensure all IT equipment is logged and tracked and is accurately recorded by the team, within the Configuration Management Database.
Be responsible for the installation, repair and maintenance of IT equipment and software
To manage engineers within the locality team, ensuring the service is delivered in accordance with SLA's and to local KPI's, and within service standard operating procedures.
To supervise contractors and temporary engineers where required.
Communicate information and issues
What you need to succeed
Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
Knowledge of administrative procedures, project management or information analysis
Vendor qualification e.g. Microsoft Certified desktop Support Technician
ITIL Foundation Certificate in IT Service Management (ITIL v3)
Basic knowledge of project principles
Previously worked in similar position within the public sector
Significant experience of providing field or desk based support to ICT users, in an environment of mixed Windows Operating Systems
Detailed exposure to large corporate computing environments, including networking
Competent ability with PC hardware and software, Windows Operating Systems. Microsoft Office Suite
Problem solving skills and ability to respond to sudden unexpected demands
Advanced keyboard skills, use of a range of software
Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales
Willing to travel extensively to and to be present where necessary throughout geographic areas of responsibility A self-starter, able to operate remotely across multiple geographic locations and to manage staff and teams in this manner
Able to challenge the status quo in an effective manner and bring about real improvements and change at a pace the organisation and its clients can cope with.
What to do now
Call Jon Walters on or click 'Apply'