Job Description
Remote Field Engineer
Why Work for Us?
My Client is one of the UK's leading IT specialists, boasting 25 years of experience in delivering enterprise-class, comprehensive IT services, including Managed IT support, Cybersecurity, and Communications. Our dedicated team of highly skilled IT specialists possesses extensive knowledge in technologies such as User/Endpoint Management, Server/Network Infrastructure, Virtualisation, Cloud, Hyper-convergence, Active Directory, Cybersecurity, Connectivity, Telephony, Backup Maintenance & Disaster Recovery, and Line of Business applications, among others.
Our expertise in designing and creating rapid solutions to complex problems, strategic knowledge, comprehensive support, and commitment to customer growth provides tangible value without compromise. We drive innovation by delivering smart, quickly-deployed solutions that transform business and IT ecosystems across companies of all sizes.
Description - What Are We Looking For?
We are seeking a Remote Field Engineer to ensure proper computer operations so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs and supporting Level 1 Service Desk Technicians with training, guidance, and escalations. Problem resolution may involve using diagnostic and help request tracking tools and occasionally providing in-person, hands-on help at customer sites, typically 1-2 times a week. Excellent customer-facing skills are essential.
Responsibilities - What Will You Be Doing?
Operational Management
- Provide support across the whole line of business to both external and internal customers.
- Act as an escalation point for advanced or difficult help requests where relevant.
- Provide technical training and guidance to Level 1 Service Desk Technicians.
- Build rapport with all Service Desk customers and colleagues.
- Escalate incidents with accurate documentation to a suitable technician or vendor when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution within our ticketing system.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledge bases as required.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Troubleshoot issues with services, including internet connectivity, backups, and telephony.
- Install antivirus software and ensure virus definitions and patch levels are up to date.
- Perform preventative maintenance, including checking and cleaning servers, desktops, laptops, and other devices as required, at both software and hardware levels.
- Test fixes to ensure the problem has been adequately resolved.
- Perform post-resolution follow-ups.
- Develop help sheets and FAQ lists for end users and internal staff.
- Contribute to technician knowledge base and training as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual service improvement.
- Evaluate documented resolutions and analyze trends to prevent recurring issues.
- Alert management to emerging trends in incidents.
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.
- Any other responsibilities deemed necessary for the post.
Position Requirements - Have You Got What It Takes?
Formal Education & Certification
- College education or university degree in a computer-related subject or 3 years equivalent work experience.
- Any certification in an IT-related field is advantageous, such as A+ or MCP.
Knowledge & Experience Preferred
- Knowledge of computer hardware, including desktops, laptops, servers, storage devices, and telephony.
- Experience with desktop and server operating systems, including all current Microsoft OS versions.
- Experience with virtualisation platforms, e.g., VMWare, Hyper-V.
- Experience with Active Directory and Office 365 environments.
- Extensive application support experience with all Microsoft applications, both on-site and cloud-based.
- Experience with firewalls, routers, network switches, wireless solutions, and access points.
- Working knowledge of telephony and broadband technologies, e.g., FTTC, ADSL, FTTP.
- Experience working in an ITIL-driven environment and knowledge of ITIL principles and processes is advantageous.
- Awareness of best practice standards within IT delivery, against specific security standards such as Cyber Essentials, Cyber Essential Plus, PCI, ISO.
- Adherence to and positive promotion of Signal IT Solutions' Core Values.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- Fluent English language skills.
Personal Attributes
- Ability to conduct research into a wide range of computing issues.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly, and technical language.
- Ability to give and receive constructive criticism and engage with peers.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service skills.
- Experience working in a team-oriented, collaborative environment.
Work Conditions
- 37.5-hour work week.
- Primarily remote with travel to client sites 1-2 times per week.
- Sitting for extended periods.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting moderately heavy objects, such as computers and peripherals.
Benefits - What's in It for You?
Along with a competitive salary and pension contributions, we offer technical training and incentives to achieve certifications. Enjoy the flexibility of remote work while being part of a dynamic and supportive team.