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For Companies At a Glance
- Tasks: Provide on-site IT support, troubleshoot issues, and install new equipment.
- Company: Join a dynamic team focused on exceptional client satisfaction.
- Benefits: Competitive pay, training opportunities, and a supportive work environment.
- Why this job: Make a real difference by solving tech problems for clients every day.
- Qualifications: Strong communication skills and a passion for technology are essential.
- Other info: Opportunities for career growth and continuous learning in a vibrant workplace.
The predicted salary is between 28800 - 42000 £ per year.
Roles and Responsibilities of a Field Engineer
Eligibility – Required Skills & Attributes
- A love of (and ability to) solve problems & challenges
- Great communication skills, founded in being a good listener
- A strong understanding of support tools, techniques and how technology is used to provide services
- A strong understanding of operating systems, business applications, printing systems and network systems
- The ability to speak both Geek and human
- Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
- Keep up to date with new processes, procedures and developments
Desired Skills & Attributes
- Experience using a Ticketing system / RMM Tool and PSA software.
- Experience handling Technical Service Tickets at clients' premises.
- Professional IT Certifications via Microsoft or CompTIA would be an advantage.
- Experience working for a Managed Service Provider (MSP) / IT Support Business.
Overview
The number one goal of everyone in our team is to make our clients exceptionally happy. The Field Engineer plays an important role in making sure that happens. The Field Engineer primarily deals with onsite support involving troubleshooting, installing and configuring new equipment, setting up new devices and resolving physical issues that come in from our clients.
Responsibilities and Tasks
Customer Service
- Ensure timely resolution of technical problems and queries from customers
- Provide user training and assistance on IT systems and applications
- Travel to customer sites to perform on-site service, maintenance and repair work.
- Providing a first point of onsite contact for customers through our workshop
- Delight our Clients with a friendly, quick and helpful experience
- Provide the Client with in-house repairs, setups and assist with basic remote troubleshooting
- Use of our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
- Managing and recording all work through our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t "stale" throughout the process
Use of our Monitoring & Management Tools
- Maintain accurate records of equipment inventory and service activities
- Review regularly scheduled/automated actions as indicated by our Processes
Technical Work
- Install and configure IT equipment, such as PCs, laptops, servers, routers and switches
- Test and troubleshoot hardware and software issues as required
- From time to time the projects team will need additional resource to help deliver projects on site.
- Assist with in hours as well as out of hours project work where required
- Willingness to travel, complete work further afield (UK only)
- Occasional small works data cabling as required
Communication, Reporting & Risk
- Identify opportunities to improve service quality and efficiency
- Comply with IT security and safety procedures in the field
- Escalate tickets that require Senior Service Desk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, communicate and mitigate potential risks to the Service Desk Management and Clients
- Work with and establish relationships with third party service providers to ensure full end-to-end service provision
Teamwork
- Collaborate with sales, engineering and technical support teams to deliver high-quality services to customers
- Follow the schedule provided by the Service Desk Management or Service Coordinator / Dispatcher/Workshop Manager
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and keep a vigilant eye for security issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
- Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area.
Act with Integrity, Trust & Communicate well
- Uphold ITC's values of integrity, trust and communication in all interactions.
- Communicate effectively to provide excellent service.
Location
Monkton Business Park, Hebburn, NE31 2EX
Field Engineer employer: ITC Service Ltd
Contact Detail:
ITC Service Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Engineer
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, attend local meetups or tech events, and don’t be shy about asking for introductions. You never know who might have a lead on that perfect Field Engineer role.
✨Tip Number 2
Show off your problem-solving skills during interviews. Be ready to share specific examples of how you've tackled technical challenges in the past. Remember, we want to see that you can speak both Geek and human!
✨Tip Number 3
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you articulate your experience with ticketing systems and IT support confidently.
✨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 our team and making clients exceptionally happy.
We think you need these skills to ace Field Engineer
Some tips for your application 🫡
Show Your Problem-Solving Skills: As a Field Engineer, we want to see how you tackle challenges. Share specific examples in your application that highlight your problem-solving abilities and how you've resolved technical issues in the past.
Communicate Clearly: Great communication is key! Make sure your application reflects your ability to explain complex tech concepts in simple terms. We love candidates who can 'speak both Geek and human'!
Highlight Relevant Experience: If you've worked with ticketing systems or have experience in IT support, let us know! Mention any relevant certifications or experiences that align with the role to make your application stand out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at ITC Service Ltd
✨Know Your Tech Inside Out
As a Field Engineer, you'll need to demonstrate a solid understanding of operating systems, business applications, and network systems. Brush up on your technical knowledge and be ready to discuss how you've used these tools in past roles. This will show that you can speak both 'Geek' and human!
✨Show Off Your Problem-Solving Skills
The ability to solve problems is key for this role. Prepare examples of challenges you've faced in previous jobs and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Communicate Like a Pro
Great communication skills are essential, especially when dealing with clients. Practice active listening and think about how you can explain complex issues in simple terms. During the interview, focus on clear and concise communication to demonstrate your ability to connect with clients.
✨Familiarise Yourself with the Ticketing System
Since experience with a ticketing system is a requirement, do some research on common tools used in the industry. If possible, get hands-on experience with a demo version or similar software. Being able to discuss your familiarity with these systems will give you an edge in the interview.
