Field Services Engineer

Field Services Engineer

Location: Home Based / Field Based, travel to customer sites around North West London
Hours: 37.5 hours per week, typically 7.5 hours per day
Equipment Provided: Company vehicle, laptop and mobile phone & fuel card
Security Clearance: Required or we can put you through this if successful

We're looking for an experienced Field Services Engineer to join a growing IT services team, providing on-site technical support across a range of customer environments.

This is a home-based position, however you will be allocated to different customer sites by a central PMO team depending on business requirements. You'll therefore need to be comfortable travelling regularly and working across multiple customer environments.

The role will involve a mixture of desk-side support, field services, hardware and software troubleshooting, Tech Bar support and general BAU IT support.

Key Responsibilities

• Provide high-quality desk-side and field-based IT support across multiple customer sites
• Troubleshoot and resolve common desktop, hardware and software issues
• Take end-to-end ownership of incidents and service requests
• Provide regular updates on open tickets and ensure SLAs are met
• Attend scheduled customer Tech Bars / IT surgeries
• Provide planned and unplanned cover for Site Engineers when required
• Investigate technical issues and escalate appropriately to 3rd Line Support
• Build strong relationships with end users and provide an excellent customer experience
• Work in line with customer processes, procedures and ITIL best practice
• Support continuous improvement across service delivery

What We're Looking For

• Previous experience within a Field Services, Desk Side, Desktop Support or IT Support Engineer position
• Strong hardware and software troubleshooting experience
• Experience working within multi-vendor or complex IT environments would be advantageous
• Good understanding of ITIL best practice
• Excellent communication and customer service skills
• Ability to manage and prioritise your own workload
• Confident working independently across different customer environments
• Flexible and comfortable with regular travel to different customer sites
• Security Clearance required
• Full UK driving licence

There may occasionally be requirements to travel further afield and stay overnight, with hotel accommodation provided.

This is a great opportunity for someone who enjoys a varied role, working with different customers, technologies and environments, rather than being based at the same site every day.

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.