Field Services Engineer

at  BCN Group

Job title: Field Services Engineer
Location: Travel is required to our customer site in Chelmsford, Essex
Hours: Monday to Friday, 37.5 hours, rotating shifts between 8am to 6pm (usually 9am to 5.30pm), 60-minute lunch
Salary: Up to £42k DOE + benefits

PERSON, SKILLS & EXPERIENCE:

Experience in implementing and supporting solutions in a small to mid-size business environment using the following technologies:

• Mac OS
• Microsoft OS and Applications (Windows 10, 11, Office 365)
• Microsoft Server (2016, 2019, Exchange)
• Active Directory Administration
• Virtualization (VMWare, Hyper-V, Citrix)
• Microsoft Cloud Technologies (O365, Azure, Teams, SharePoint, etc.)
• Backup, Disaster Recover and Business Continuity Solutions (Azure, Veeam, Zerto).
• Implementing customer specific applications while dealing with 3rd party software companies.
• Cabling infrastructure (patching, rack installations, etc.)
• Firewalls and network security (preferably SonicWALL, FortiGate or Cisco)
• Wireless Access Solutions (Cisco Meraki, Sonicpoints)

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/or ability required:

• Professional IT certifications (such as Mac OS, Microsoft Associate, Expert or Speciality)
• 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 organization’s key IT services where support is required.
• Good understanding of support tools, techniques, and how technology is used to provide IT services.
• 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

FOCUS OF THE ROLE:

• Customer Service, building on client relations and providing quality technical support.
• Being the ‘Primary Technical Contact’ for some clients, providing support to the end users. Working with the Field Services Manager in maintaining clients’ IT infrastructure whilst performing regular checks and audits. Also, a point of escalation for Service Desk Engineers.

RESPONSIBILITIES:

• Regular client site visits to support any technical related issues.
• 3rd Party technical point of contact for raising cases and escalations.
• 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 minimize 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 outages.