Field Service Engineer - July 2019

Location
Edinburgh
Salary
£25000 - £32000 per annum
Posted
08 Jul 2019
Closes
05 Aug 2019
Ref
00096689
Contact
Recruitment Genius Ltd
Sector
Engineering
Function
Operations
Contract Type
Permanent
Hours
Full Time
This awarding-winning leading provider of IT services puts people first. To make their customers, employees and partners happy!

They are looking for Field Engineers who are continually seeking opportunities to increase customer satisfaction and deepen customer relationships. Identifying areas for improvement and making constructive suggestions for change. You will be responsible for onsite service and support needs for their customers. This relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software

Personal Qualities desired:

Focused, Self-motivated and self-disciplined, you remain calm under pressure and you are a capable and tenacious problem-solver - though you do know when to escalate.

You have a reliable, responsible and trustworthy character with a polite, tolerant but professional manner and you enjoy dealing with people - not just technology.

You possess a strong customer service ethos, a healthy desire to learn and improve and you're hungry for a new opportunity to build and develop your experience.

Essential Duties and Responsibilities:

Acting as a first point of contact for customer requests, either by inbound calls (phone) or from the ticketing system for their customers.

Contacting their customers and 3rd party partners for follow up and to maintain momentum of the service tickets and to develop excellent customer relationships.

Taking ownership of Service desk tickets assigned to you. As well as being proactive for assigning own tickets when capacity allows. All the time communicating with their customers the progress of the ticket.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

IT Support relating to technical issues involving Microsoft's core business applications and operating systems, as well as virtual environments.

Professional IT Certifications, such as CompTIA Network+, CompTIA Security+, CompTIA Server+, CompTIA Project+, Microsoft Exam 70-740 to 742 Windows 2016, WatchGuard Network Security Essentials.

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

Ability to adapt to changes quickly; Self-motivated and self-disciplined, you remain calm under pressure and you are a capable and tenacious problem-solver.

Technical awareness: ability to match resources to technical issues appropriately.

Service awareness of all organisation's key IT services for which support is being provided.

Benefits Included: Aviva Private Medical Insurance, Employee assistance programme, Training to attain certification, Online learning, Pension, Incremental Leave Allowance, Annual Pay Progression, Celebrate Your birthday day off, Corporate social responsibility day off, Healthier workplace and Perks@work voucher scheme.

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