At a Glance
- Tasks: Provide onsite and remote technical support to customers, solving issues and enhancing service delivery.
- Company: Fast-growing tech services provider known for technical excellence and customer service.
- Benefits: Clear career progression, exposure to diverse technologies, and a collaborative team environment.
- Other info: Opportunity to work on complex projects and develop your technical knowledge.
- Why this job: Join a dynamic team and make a real impact in the tech industry.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and excellent client service abilities.
The predicted salary is between 30000 - 40000 £ per year.
Our client is a fast-growing technology services provider delivering cloud, infrastructure, cybersecurity and managed IT solutions to a portfolio of highly demanding professional services and financial organisations. With a strong reputation for technical excellence and customer service, they offer employees the opportunity to work on complex projects, cutting-edge technologies and business-critical environments. The company continues to invest heavily in its people, providing clear career progression, exposure to a broad technology stack and the chance to make a genuine impact within a collaborative and ambitious team.
About the Role
We are looking for a Service Desk Field Engineer based within easy reach of London who has experience supporting end-user devices, infrastructure, and cloud-based technologies. You will enjoy solving technical issues, working directly with customers, and collaborating with colleagues to share knowledge and improve service delivery. The position involves a combination of onsite customer visits and remote support responsibilities. When not attending client locations, you will work alongside the wider support team to assist with service desk operations.
What You Will Need to Succeed
- Previous experience working in either an IT Solution Provider or MSP environment
- Excellent client service skills, experience in taking calls professionally, dealing with time critical issues efficiently as well as being enthusiastic about expanding your technical knowledge
- A minimum of 2 years' experience providing 2nd Line technical support.
- At least 12 months' experience working as a field engineer
- Good understanding of Azure, Microsoft Office, Windows Server, Virtual environments, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
- Experience supporting Microsoft 365 and cloud-based collaboration platforms
- Familiarity with email administration, user management and messaging technologies.
- Understanding of backup solutions, disaster recovery processes and cloud-based data protection services.
- Strong troubleshooting skills across desktop hardware and software platforms.
- Collaborative approach with the ability to work effectively within a team.
- Excellent verbal and written communication skills with a professional customer-focused manner.
- Strong attention to detail and commitment to delivering a high standard of service.
- Ability to remain organised and effective when managing multiple priorities.
Main Duties
- Provide onsite technical support to customers across various locations as required.
- Develop and maintain positive working relationships with key client contacts.
- Represent the organisation professionally and contribute to a positive customer experience.
- Ensure all support activities are accurately documented and maintained within service management systems.
- Deliver remote support via telephone, email and remote access tools when not attending customer sites.
- Escalate incidents and requests in accordance with established procedures.
- Demonstrate flexibility and adaptability in response to customer and business needs.
- Collaborate with colleagues to share expertise and improve support capabilities across the team.
Service Desk – Field Engineer in London employer: Franklin Fitch
As a fast-growing technology services provider, our client offers an exceptional work environment for Service Desk Field Engineers, particularly those based near London. Employees benefit from a culture of collaboration and innovation, with ample opportunities for career progression and exposure to cutting-edge technologies. The company prioritises employee development and fosters a supportive atmosphere where team members can make a meaningful impact while delivering top-notch service to demanding clients.
