IT Field Service Engineer - Hope Works & South

You will be responsible for supporting Breedon's internal customers across a geographical patch for the various Breedon businesses to maintain the computer systems and networks. This will include installing and configuring computer systems, diagnosing hardware and software faults, and solving technical and application problems, either over the phone or in person to ensure users get maximum benefit.

Key Responsibilities

• To regularly engage with your key customers and sites to proactively identify areas of improvement, as well as address any issues which may arise.
• To pro-actively build strong working relationships within the business to learn of up-and-coming events that could impact BTS and the service and systems we deliver, to enable action to be taken to support.
• Undertake general field support activities requiring the highest level of technical expertise and experience, covering all site/office-based technology such as PCs, Mobiles, Printers, Applications, Meeting room equipment, and all services that shall be defined within the Service Catalogue for the Workplace Services Service Tower.
• Produce and maintain relevant technical documentation for Services within Workplace Services.
• Proactively monitor systems and networks to identify potential issues.
• Application support and software installation.
• Talking users through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Assist fellow engineers with more complex tasks such as cabling.
• Replace faulty equipment as required.
• Respond within agreed time limits to call-outs.
• Work continuously on assigned tasks/helpdesk tickets to completion (or referral to third parties, if appropriate) within agreed SLAs.
• Support the roll-out of new applications, sites or decommissioning of sites as applicable.
• Proactively support company compliance to Health and Safety legislation through adherence to company policies, processes and practices.
• Work closely with all members of the BTS team across the group when required.
• Undertake any other activity as reasonably requested by management.

Skills, Knowledge & Expertise

Essential

• In depth knowledge and experience of Desktops, Laptops.
• Experience of Windows 10 and Windows 11.
• Office365 management and maintenance.
• Application support and software installs.
• Knowledge of servers, Networks LAN/WAN, including cloud hosted solutions.
• Knowledge of tablet/mobile phone support with both IOS and Android software.
• Knowledge of MDT (Microsoft Deployment Tools) for building laptops and desktops.
• Knowledge of firewalls, proxies, and antivirus software.
• Ability to prioritise workload, be flexible in approach to problems and use own initiative to achieve results.
• Excellent communications skills, ability to communicate at all levels with professionalism, confidence, empathy and effectiveness.
• Take ownership and follow the lifecycle of each incident to ensure the correct resolution and monitor the outcome for effectiveness.
• Excellent team player.

Desirable

• Knowledge, experience, or qualification of the ITIL V4 Foundation qualification, its practices, processes, and framework.
• Knowledge of Sophos Antivirus software, Mimecast, PDQ, Logitech, and PowerShell.
• Knowledge or experience of the Excalibur software program.
• Knowledge of ManageEngine ServiceDesk Plus ticket logging system.

Role Expectations

The role is a field role so the postholder is required to be out on the road most of the time and as such, will need to hold a full UK/EU driving license. Due to the changing nature of the systems, we work with as well as the product range we operate with the postholder must be flexible in their approach to work/tasks and manage their work schedule accordingly. With this being a customer facing role delivering a service to our colleagues, the postholder is required to have a “can-do”, positive/solution focused attitude and offer the highest level of customer service. Due to issues arising without notice, the postholder must be prepared to visit any sites across the group at short notice. As our business operates 24/7, there may be requirements to travel to and from sites either early or late in the day. Due to the geographic spread of our sites, there may be occasions where the distance to travel to and from the site(s) within the day is deemed unsafe from a health and wellbeing perspective, and therefore the postholder may be required to stay away from home on occasion.

Job Benefits

• Car Allowance
• 25 days holiday plus bank holidays
• Contributory Pension Scheme
• Free on-site Parking
• Holiday Buy Scheme
• Volunteer Scheme
• Share Save Scheme
• Life Assurance
• Enhanced Maternity, Adoption & Paternity Scheme
• Health & Wellbeing Initiatives
• Discount Scheme