Field Services Engineer

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater. Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right. We now have offices in Cardiff and Cape Town which follow the style of our London space. Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This mindset aligns with our company values as we understand that we are Better Together.

Our Field Services Engineers always project a customer first mindset, serving all our users as a VIP; exhibiting an attitude of service excellence to our clients is imperative. Our engineers have a passion for delivering an excellent client experience with impeccable attention to detail, whilst building and maintaining a positive and professional relationship with our clients at all levels of their organisation. Our Engineers understand that when they are on a client site they are committed exclusively to that client, demonstrating knowledge, and understanding of our client’s needs, constantly looking to remove issues whilst making recommendations for a better IT experience, when identified. Exuding a sense of urgency and professionalism to assist users in a personal manner is how we define client excellence, whilst always being a proud representative of Kocho, promoting our business and our team.

The Field Services Engineer role consists of managing incidents and requests, either face to face or over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met. If contracts with clients expire you will be brought back into the team to support other Onsite Support requirements.

This is what we need from you:

• Provide 1st/2nd line support for all clients where assigned, either over the phone utilising remote troubleshooting tools and techniques, or face to face on client site interacting directly with the customer when necessary.
• Respond to alerts if required, including testing, and troubleshooting.
• Provide detailed information on the nature of issues encountered.
• Complete initial diagnosis of all incidents, and either resolve to the customers satisfaction using documented procedures and processes or elevate to 3rd line.
• Lead by example to set the technical standards of the Company, actively promoting outstanding customer support.
• Support for physical/virtual servers, network and security systems, desktop environments, remote access and mobility solutions, telephony, and business applications, where this is part of the support contract.
• Communicate with clients in a courteous, efficient, effective, and professional manner, keeping them updated and always informed.
• Have a clear and detailed understanding of how technology relates to business strategies and goals.
• Assist in ensuring that all service agreements, delivery promises, and performance standards are met, and client’s expectations are managed.
• Will be expected to manage stock, building endpoint devices as well as other kit as and when needed.
• Provide cover for onsite engineers when and where necessary, ensuring work is carried out on a BAU basis.
• When not travelling or onsite for customers, engineer will manage incidents remotely for clients’ issues and requests.
• Replace parts as required.
• Guide employees or clients through a series of actions to help set-up systems and resolve issues.
• Keep computer systems running smoothly and ensure users get the maximum benefits from them.
• Install and configure hardware, operating systems and applications.

Would be great if you have:

• A good level of experience in the IT industry, with any experience in the Financial /MSP sector preferable.
• Windows Troubleshooting Skills – Expert (Comptia A+, Comprehensive experience utilising MS900 guidelines/training).
• Hardware Laptop Troubleshooting Skills - Intermediate (Comptia A+, Comprehensive experience utilising MS900 guidelines/training).
• Mobile Phone Management (Endpoint Manager) – Intermediate (Comprehensive experience utilising AZ900 guidelines/training).
• Application Management (MS Office/Adobe Acrobat/Creative Cloud/VPN) – Intermediate (Comprehensive experience required).

You're already great with:

• Desktop Phone Troubleshooting and Setup.

We also need you to have:

• A passion to work in Information Technology deliver excellent client experience.
• Learns new technologies quickly and is eager to develop on skills.
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical staff at all levels of an organisation.
• Ability to prepare, present and share knowledge with colleagues and clients.
• Software and hardware troubleshooting skills.
• Highly capable with problem-solving abilities.
• Works well under pressure, in fast-paced environment.
• A professional attitude always, with exceptional work ethic.
• Excellent relationship building skills, client facing, personable, patient.
• Thorough attention to detail.
• Pride self on client excellence.

Kocho’s working day is between 7am – 7pm, your hours may vary between these times depending on the client site you are at. We currently have a vacancy at Kocho to provide IT engineering support at a client site in Piccadilly, London. These hours will be an eight hour shift between 8am – 7pm.