Paying up to £30,000
Field Services Engineer (2nd Line) – Top Managed Service Provider – Wandsworth – Up to £30,000
Do you want to expand your abilities and grow with a fantastic company in a diverse industry?
Read below for a fantastic opportunity…
About the company
My client focus is to provide outsourced IT services and IT solutions to SME businesses. Services range from outsourced IT help desk and onsite support to the delivery of fully managed network and system services.
They are an IT Service Provider and Internet Service Provider, which means they provide a wide range of products and services, including the following:
·IT support and consultancy
·Internet circuits and connectivity
·Internet hosting, colocation and cloud computing
·Managed IT services, such as security, backup and disaster recovery
·IT hardware and software
Also, they are serious about technology. Every member of our team embody our core values and are genuinely passionate about what they do. The guiding principles of our founders are as strong today as they were when the business started over twenty-three years ago and include:
·Honesty and integrity
·Quality of service
·Attention to detail
My client sees everyone as a partner – whether this be their employees, their customers or their suppliers.
They work hard but believe downtime is important and run regular social events. They are very proud of our culture and our excellent working environment. They look forward to welcoming you to the team.
This is a Field Services based role within BTA’s Technical Services Department. The successful candidate must have a minimum of six months of MSP experience or extensive experience within a similar position. They must also be able to display a sound troubleshooting thought process.
Due to the client-facing nature of the role, they must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by clients.
Location: Based in our Wandsworth office, although regular client visits will be required.
Responsible for: Being the ‘Primary Technical Contact’ for some clients, providing support to the end-users, working with the Technical Services Manager in maintaining clients’ IT infrastructure while performing regular checks and audits. Also a point of escalation for junior Service Desk Engineers.
Role focus: Customer Service, building on client relations and providing quality technical support.
Reporting to: Technical Services Manager
Main Duties & Responsibilities
·Regular client site visits to support any technical related issues.
·Interact with clients daily over the phone and face-to-face, log tickets on their behalf, gathering as much technical information as possible.
·Support and troubleshoot end-user requests and incidents ensuring tickets are escalated within quickly and efficiently to minimise client service impact.
·Proactively support clients’ local and offsite backups.
·Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
·Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
·Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
·Responsible for completing and documenting regular client site reviews and operational checks.
·Communication with customers and Account Manager as required, keeping them informed of incident progress, notifying them of impending changes or agreed on outages.
Experience in implementing and supporting solutions in a small to a mid-size business environment using the following technologies:
·Microsoft OS and Applications (Windows 7, 8 or 10, Office)
·Microsoft Server (2008, 2008 R2, 2012, 2016, Exchange)
·Active Directory Administration
·Virtualization (VMWare, Hyper-V, Citrix)
·Microsoft Cloud Technologies (O365, Azure, etc.)
·Backup, Disaster Recover and Business Continuity Solutions (StorageCraft, Veeam, Zerto).
·Implementing customer-specific applications while dealing with third-party software companies.
·Cabling infrastructure (patching, rack installations, etc.)
·Firewalls and network security (preferably SonicWALL, Cisco)
·Wireless Access Solutions (preferably Cisco Meraki)
Knowledge, Skills and Attributes required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.
·Professional IT certifications (such as Microsoft MCP, MCSA, or MCSE)
·Good interpersonal skills (such as telephony, communication, active listening and customer-care)
·Strong diagnosis skills of technical issues.
·Ability to multi-task and adapt to changes quickly.
·Service awareness of all organisation’s key IT services where support is required.
·Strong typing skills to ensure quick and accurate entry of service request details.
·Self-motivated with the ability to work in a fast-moving environment
·Strong organisational skills
·Good customer service skills
·Attention to detail
Great opportunities like this don’t last long. If interested, or know anyone that would be interested, get in touch with me at email@example.com or give me a call on 02074269840