IT Support Field Engineer

Certum are Glasgow\’s\’ leading IT Services Provider. We focus on delivering business value by providing simple, effective IT services and support. We specialise in IT support and digital transformation through the use of Microsoft\’ 365 suite of tools. We now have an exciting opportunity for a dedicated Field Engineer based out of our Glasgow office. With room to grow

The successful candidate will be providing clients onsite support of IT hardware, software and services within our contracted service level agreements. You will also be involved in project work for clients such as migrations, hardware refreshes and environment improvements.

You will be an experienced IT Support Engineer with a good understanding of current ICT hardware/software and have an analytical approach to problem solving with excellent communication and customer service-skills.

Key Responsibilities:

• Attend client sites for 2nd line support.
• Maintain accurate job specific administration in line with Certum\’s processes such as job notes, asset allocation, post support tasks.
• Maintaining client documentation.
• Keep current with Certums products, solutions and procedures.
• Have a deep understanding of the clients and their specific IT requirements.
• Escalation point for support tickets.
• Provide remote 2nd line technical support when attending site may not be possible.
• Adhere to service level agreements and meet customer expectations.
• Opportunity to be involved in various projects.

Skills, Knowledge & Experience:

• At least 2 years\’ experience working in an IT support role, ideally within a managed service provider.
• Competent in networking.
• Microsoft 365 experience.
• Fault analysis, management and prioritisation skills are required to ensure all issues are resolved based on criticality for all our customers.
• Excellent organisational and time management skills.
• Focused and driven with an attention to detail.
• Patient, adaptive to change and have strong work ethics and values.
• Excellent customer service skills. Able to interface confidently with customers.
• Be able to work under pressure.
• Microsoft certifications a distinct advantage.

Benefits to you:

• 20 days a year holiday plus 8 bank holidays. This rises to 25 days holiday plus 8 bank holidays after 2 years\’ service.
• Membership in the company health insurance scheme after 2 years\’ service.
• Company pension.
• Study materials and exams provided.

Job Types: Full-time, Permanent

Pay: £25,000.00-£34,000.00 per year

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 2 years (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: On the road