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- Tasks: Provide top-notch desktop support and manage customer issues to resolution.
- Company: Join Exponential-e, a pioneering UK Cloud and ICT services company.
- Benefits: Enjoy competitive pay, learning opportunities, and a supportive team culture.
- Why this job: Be part of an innovative team making a real impact in tech.
- Qualifications: Experience with Windows and Apple OS, plus strong problem-solving skills.
- Other info: Dynamic work environment with excellent career growth and development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Overall purpose of the job:
- Acting as a representative of Exponential-e and provide a world class level of customer service.
- Progress Incident/Change/Problem tickets via ServiceNow in an MSP environment adhering to SLA’s, OLA’s & KPI’s
- Provide 1st and 2nd Line remote desktop support to Exponential-e customers with occasional customer site visits.
- Provide the highest standard of customer service promoting NPS feedback.
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.
Key responsibilities for this job:
- Respond to support calls as assigned within Service Level Agreements.
- Work as a team to deliver timely resolution to customer requests from telephone and email.
- Maintain an understanding of the internal escalation process.
- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organization.
- To be a highly motivated team player with the skills and ability to manage changing priorities.
- Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections.
- Physical Workstation and peripheral relocations.
- Performs general preventative maintenance tasks on computers, laptops, printers.
- Access Management and Maintenance through Active Directory and M365 (Account Provision, Account Revocation, Password resets).
- Escalate issues and involve Service Desk wherever required to resolve an issue as quickly as possible.
- Field Engineer expectation to cover onsite support from customer offices, alternatively you may get assigned to a dedicate customer.
Knowledge and experience required:
- Experience in managing/troubleshooting Windows Desktop Operating Systems & Apples Operating Systems
- Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop technologies
- Previous experience as an end user support engineer, or similar role.
- Experience in using ITIL based ticketing system and Change management (ITIL foundation preferred)
- Experience of Provisioning desktop, laptops, tablets, mobile devices, and printers.
- An analytical mind and strong problem-solving ability
- Troubleshooting experience with Virtual Desktops
- General maintenance tasks to protect end user devices using Antivirus tools.
- Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
- Desired skills in Microsoft System Centre Configuration Manager, Intune, 365, PowerShell, Teams Calling (TCaaS) and SharePoint.
- Applicants will ideally be either MCP, MCSA, MCSE or VCP certified.
- Experience in Remote Support, troubleshooting and investigating home user setups.
- Knowledge of Networking (LAN, WAN, DHCP, VPN, DNS, MFA)
Our People
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
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Managed Services Desktop Field Engineer employer: Exponential-e
Contact Detail:
Exponential-e Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Managed Services Desktop Field Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at Exponential-e on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Since you’ll be dealing with Windows and Apple systems, make sure you can talk confidently about troubleshooting and support scenarios. Practice makes perfect!
✨Tip Number 3
Show off your problem-solving skills during the interview. Be ready to discuss specific examples where you’ve resolved issues under pressure. This is your chance to shine and demonstrate how you embody the PRIDE principles!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Exponential-e team!
We think you need these skills to ace Managed Services Desktop Field Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Managed Services Desktop Field Engineer role. Highlight relevant experience with Windows and Apple operating systems, as well as any ITIL knowledge you have. We want to see how your skills match up with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your previous experiences make you a great fit. Don’t forget to mention your customer service skills, as we value that highly at Exponential-e.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love candidates who can think on their feet and resolve problems efficiently, so share those success stories with us!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen and ready to join our innovative team at Exponential-e!
How to prepare for a job interview at Exponential-e
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows and Apple operating systems, as well as Microsoft Exchange and Active Directory. Being able to discuss your troubleshooting experience confidently will show that you're ready to tackle the technical challenges of the role.
✨Showcase Your Customer Service Skills
Since this role involves providing top-notch customer service, prepare examples of how you've handled customer issues in the past. Highlight your ability to communicate effectively with both technical and non-technical users, as this is crucial for success at Exponential-e.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL-based ticketing systems and change management is key for this position. Brush up on these concepts and be ready to discuss how you've applied them in previous roles or how you would approach them in this new role.
✨Demonstrate Team Spirit
Exponential-e values teamwork, so be prepared to talk about your experiences working collaboratively. Share specific instances where you contributed to a team effort to resolve issues or improve processes, showing that you're a motivated team player.
