Field Services Analyst

at  Fortem Solutions Ltd

The Role
Here at Fortem Solutions we are delighted to be recruiting for a Field Services Analyst to join our IT team due to an internal promotion. We’re looking for an experienced, customer-focused individual to provide technical (1st and 2nd line) support to Fortem employees. This role is based in Hitchin, although there may be travel to other sites when needed.

Whilst working for Fortem you’ll receive the following benefits:

• 25 days annual leave + bank holidays & your birthday off (or the nearest Friday/Monday, if it falls on a weekend)
• Pay review every January
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more

The Project

The key responsibilities for this role are as follows:

• Provide customer centric support to Fortem employees. The Service Delivery Team will be seen as a “business focussed” support function that strives to deliver a high first-time fix rate.
• Working with the Field Service Delivery Specialist to carry out a scheduled device refresh programme on an annual basis (Laptops, Tablets, Phones) to refresh aged devices at different offices/sites as required.
• Configure new starter IT equipment and ensure timely delivery to site/required office.
• Adhering to the ITIL principles in Incident, Problem, Change and Request Management that have been adopted by the Service Delivery Team.
• Taking ownership of tickets, ensuring regular, yet appropriate updates are provided to the customer through to resolution.
• Adhering to policies and procedures.
• Responsible for Active Directory management in terms of Users, Computers and Security Groups.
• Responsible for supporting and administering NTFS permissions which control our file servers.

Essential and Desirable Criteria

Essential Skills & Knowledge

• Operating Systems: Windows 11 certified.
• Infrastructure Support: Strong all-round network and server experience.
• Active Directory: Administration
• Group Policy: Administration.
• Exchange online: Administration.
• Office 365: End user support.
• SharePoint: Administration.
• Intune: Administration, Android device enrolment and app deployment.
• Windows Autopilot: Administration, laptop enrolment & end user support.
• ITSM Tools: Experience of market leading applications such as ServiceNow.
• Remote Control Software: Experience of applications such as LogMeIn Rescue.
• Laptop build and software deployment experience.

Desirable Skills & Knowledge

• ITIL v3 or v4 certified.
• Server 2022 certified.
• Experience of Talkdesk support and administration.
• Experience of ServiceNow administration and support.
• Software patch administration.
• Experience of working within a compliance driven environment.
• Understanding of the construction, repairs and maintenance sector.

Personal Qualities
We are looking for a candidate who is a fantastic communicator, someone who enjoys meeting people, attending different sites and resolving problems pro-actively. At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours.
Additional Information
Some flexibility in working patterns is to be expected and a clean driving license is essential. We offer you a bright future, one where you will have the opportunity to develop your career with a fast moving, forward thinking company, who recognise and rewards your achievements.
About Us
Here at Fortem we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else you will be joining a values based business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.
Job Reference: FOR0368

• Provide customer centric support to Fortem employees. The Service Delivery Team will be seen as a “business focussed” support function that strives to deliver a high first-time fix rate.
• Working with the Field Service Delivery Specialist to carry out a scheduled device refresh programme on an annual basis (Laptops, Tablets, Phones) to refresh aged devices at different offices/sites as required.
• Configure new starter IT equipment and ensure timely delivery to site/required office.
• Adhering to the ITIL principles in Incident, Problem, Change and Request Management that have been adopted by the Service Delivery Team.
• Taking ownership of tickets, ensuring regular, yet appropriate updates are provided to the customer through to resolution.
• Adhering to policies and procedures.
• Responsible for Active Directory management in terms of Users, Computers and Security Groups.
• Responsible for supporting and administering NTFS permissions which control our file servers