Field Services Engineer in Bury St Edmunds

Location: Bury St Edmunds

Contract Type: Permanent

At Xperience we deliver business efficiencies through Digital Transformation. We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That’s why we’ve got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

The Role: As a Field Services Engineer, you will provide onsite IT technical support for Xperience’s customers. The customers will typically be charities, schools and health & social care so strong customer-facing experience supporting end users face to face is essential. Ensuring the customers receive the highest level of support, working closely with the technical teams within Xperience to investigate, troubleshoot and support IT infrastructure, hardware and software across our customer locations.

Responsibilities:

• Perform onsite IT support functions for the customer, representing Xperience face to face with our customers.
• Record activities and functions performed while onsite through the Xperience Ticket Management tool, ensuring transparency, reporting accuracy and knowledge share.
• Explore service improvements and innovation in the market and how these can benefit our business from an operational, services and security perspective.
• As an advocate for Xperience’s IT services, engage with, develop and manage relationships between all relevant parties, departments and customers.
• Understand how both the Xperience and customer operations and procedures work to provide a high level of service.
• Propose and deliver improvements to the Framework for Operational practices and services, delivering the standards and tracking the adherence to the key stages.
• Cover and support other Field Service Engineer onsite bookings, if required due to absence.

Your Benefits:

• Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost.
• Salary Sacrifice Pension Scheme, 5% ER, 3% EE contributions.
• Death in Service Benefit x3-time base salary from commencement of employment.
• Generous 30-Day Annual Holiday Entitlement (Jan-Dec).
• 8 Public Holidays.
• Additional Guaranteed Birthday Leave - 1 Day Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice.
• Enhanced Sick Pay on completion of probationary period.
• Bereavement Leave Policy.
• Enhanced Parental Leave Policy.
• Wellbeing Benefits (Mental Health Support, Flu Vaccinations etc).
• Long Service Awards commencing from 1 year’s service.
• Monthly/Annual Recognition Awards.
• 36.25 hours working week.
• Hybrid Working.
• Salary Sacrifice Cycle to Work Scheme.
• Salary Sacrifice EV Scheme coming soon.
• Employee Referral Bonus of £1500 per hire.
• Discounted IT Purchase Scheme.
• Company Funded Social Events.
• Easily accessible and free car parking.

Competencies:

• Communication — Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Respects confidentiality.
• Teamwork and Collaboration — Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.
• Results Focused/Problem Solving — Prioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results.
• Client and Commercial Focus — Is focused on understanding the clients’ needs and is driven to fulfil them. Strives to consistently meet service standards.

Experience Required:

• Essential: At least one year’s previous hands-on experience with a ticket management system.
• Previous IT Support experience working within an internal or external facing helpdesk support team.
• Good communication skills and a “can do” attitude.
• Experience of working in a customer facing environment with the ability to communicate clearly and concisely with customers.
• Excellent team player.
• Problem solving skills.
• Ability to be resilient to issues and influences outside of their control.
• Ability to take ownership and work on the detail in a real time environment.
• Full driving license that enables you to drive in the UK and access to own vehicle for business purposes.
• Willingness to undergo an Enhanced DBS check with Barred List if successful, due to the nature of our client sites.
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence).
• A willingness to travel across Suffolk, Norfolk, Cambridgeshire, Essex, Hertfordshire, London, Surrey, Kent.

Technical Competencies:

• Knowledge of Windows operating systems, both PC and servers.
• Knowledge of computer hardware, software, security and networking.
• Active Directory (Configuration, troubleshooting, Group Policy).
• Microsoft Exchange (2010, 2013, 2016).
• Basic understanding of networking (DNS, DHCP, switching, routing, VPN).
• Citrix Technologies (XenApp, XenDesktop, NetScaler, StoreFront).
• Any SharePoint experience would be beneficial.
• Office 365 Technologies.