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Are you looking for a customer-facing role, primarily based in the field, resolving break/fix incident tickets and being a key member of a project delivery team? Have you previously worked in Field Service at an experienced level? This role is pivotal to the daily operation of the business ensuring that client's requirements are met accurately and efficiently.
This is 40hrs per week, Mon -Fri, 8am -5pm. Flexibility around these hours must be available.
75% of your time will be spent attending client sites with the remaining 25% office based in Cambridgeshire.
Duties & Responsibilities of the Technical Service Engineer:
- Always demonstrate excellent customer service, particularly when at client sites.
- Travel to and from client sites across the UK (flexible working and some overnight stays required)
- Provide end user and infrastructure support (remote and on-site) for desktop I notebook computers and end-user peripheral devices.
- Deliver, install, and configure IT equipment at client sites.
- Troubleshoot and resolve issues in line with SLA.
- Provide basic training to end users on how to use equipment and systems.
- Be involved in system implementations and site deployments.
- Complete basic network cable and socket repairs.
- Take ownership of your work queue, ensuring all administration tasks are completed on time - Ticket notes, customer communication, asset administration.
- Ensure client related documentation is kept up to date.
- Liaise with 3rd parties for support as appropriate.
- Work closely with the projects and scheduling team on all incident and project ticket progress.
- Investigate, diagnose, and resolve technical issues, escalating appropriately within the infrastructure team where necessary, whether working remotely or at a client site.
What you will need to succeed as a Technical Service Engineer:
- Microsoft 365 certified: Modern Desktop Administrator Associate (Exams: MD-102).
- Strong knowledge using, supporting, and implementing Microsoft applications.
- Working knowledge of and experience using Windows operating systems.
- Experience in cloud technologies such as Azure, AWS, and Google Cloud.
- Experience in virtualisation technologies: Hyper-V, VMWare, Citrix.
- Microsoft 365 knowledge and experience: MFA, SSO, OneDrive, Teams, Sharepoint, Entra and Intune.
- A general understanding of IT networking: TCP/IP, WAN, LAN, VLAN, WLAN, DHCP, DNS and WiFI topologies.
- Good knowledge of mobile phone devices, both Apple and Android, and hardware such as printers and Bluetooth peripherals.
- Basic understanding of GDPR and cyber security principles.
- Demonstrable empathetic and confident demeanour, always being calm and reassuring.
- Aptitude to pro-actively learn new systems and client specifics and understanding of the fundamentals and importance of SLAs.
- Flexible and pragmatic, yet resolute and decisive as well as being a logical thinker.
- Hold a full clean driving licence.
- Relevant IT qualification for example NVQ, Diploma or Degree is desirable.
Desirable Skillsets:
- DrayTek DCNA certified and 3CX Qualified (Intermediate)
- Experience working withmacOS and knowledge of N-Able (Solarwinds)
- Experience ofworking with a variety of clients in an MSP environment.
- Experience with VOIP technologies: 3CX, Wildix.
If you are interested in finding out more about this position, please apply now.
If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Kameo Recruitment Ltd is acting as an employment agency for this permanent vacancy.
