Field Services Engineer

Location: Leeds/Manchester (hybrid working available)

Hours: Monday to Friday, 37.5 hours per week, rotating shifts between 8am and 6pm (usually 9am to 5:30pm)

About BCN: At BCN we unite people and technology to enable organisations to fly. We believe people and organisations can achieve anything using technology to its full potential. Our role is to help them understand what is possible, implement in the right way and utilise their technology to achieve their ambitions. Which is why we put people front and centre – building client relationships for life and fostering a culture where our people thrive. We are a leading managed IT services provider and technology consultant, specialising in delivering transformative technology solutions with industry-leading client experience across business, public sector and not-for-profit organisations. From cloud computing, cybersecurity, and data management to power app development, we are dedicated to pioneering technology with Microsoft innovation. Guided by our 3 values of building relationships, customer success and passion and dedication, we are on a mission to make BCN the most trusted tech partner in the UK today.

Focus of the role: Customer Service, building on client relations and providing quality technical support. Being the ‘Dedicated resource’ for aligned clients, providing support to the end users. Working with the Field Services Team in maintaining clients’ IT infrastructure whilst performing regular health checks and updates.

Responsibilities:

• Regular client site visits to support any technical issues/health checks.
• 3rd Party technical point of contact for raising cases and escalations.
• Interact with clients daily over the phone and face-to-face.
• Support and troubleshoot end user requests and incidents.
• 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 the task list and notifying them of impending changes or agreed outages.

Person, Skills & Experience:

• Experience in implementing and supporting solutions in a small to mid-size business environment using the following technologies:
• Microsoft OS and Applications (Windows 10, 11, Office 365)
• Microsoft Server (2016, 2019, Exchange)
• Active Directory Administration
• Virtualization (VMWare, Hyper-V)
• Microsoft Cloud Technologies (O365, Azure, Teams, SharePoint, etc.)
• Backup, Disaster Recovery and Business Continuity Solutions (Azure, Veeam).
• 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, Ubiquiti)
• Mac OS (Preferred but not 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/or ability required:

• Full UK driving licence & ‘business use’ included in their insurance
• willing/able to drive to client sites (majority will be based along the M62 corridor – although not exclusively)
• Professional IT certifications (Microsoft Associate, Expert or Speciality)
• Strong 1st or 2nd line technical level.
• 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.
• Self-motivated with the ability to work in a fast-moving environment
• Strong organisational skills
• Good customer service skills
• Attention to detail

Why BCN?

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy.
• Competitive salary with the ability to progress.
• 23-days holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to buy more!
• Company pension scheme.
• 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us.
• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more
• Life assurance
• Cycle to work scheme, electric vehicle scheme, home and tech scheme, and retail discounts.
• Balancing work, life, and fitness can be challenging, so we offer a free on-site gym at our Manchester and Leeds locations to make it easier to stay active.
• Long service recognition to celebrate all the milestones
• Beer (or soft drinks) and Pizza Fridays, dress down every day, social events such as Summer BBQ, Christmas party and lots more!