At a Glance
- Tasks: Support customers by providing on-site IT solutions and troubleshooting.
- Company: Join a dynamic team at Zenzero, a leading Managed Services Provider.
- Benefits: Competitive pay, flexible working hours, and opportunities for growth.
- Other info: Exciting career path with hands-on experience in a fast-paced environment.
- Why this job: Make a real difference in tech support while developing your skills.
- Qualifications: Experience with Microsoft 365 and strong troubleshooting abilities required.
Field Services Engineer
As part of a Field Services team, you will support our customers and their end-users by providing general advice and guidance as well as working on Incidents and Service Request that cannot be completed remotely by our Service Desk. You will need to work to defined SLAs as well as assisting our Project teams with deployments and other installation activities.
Responsibilities:
- Building and configuring end-user-computing devices like desktops, laptops and tablet devices to agreed standards
- Visit customer sites to complete scheduled activities like installations, desk moves, upgrades and changes as well as other planned activities
- Visit sites to provide reactive support including support for Network, Server and Storage equipment located on customer sites - this includes acting as remote-hands for our Resolver Groups
- Providing end-user support and assistance for typical Desktop, Office and other End-user Computing tasks
- Completing Incidents, Service Requests and other defined activities including performing Proactive Checks, basic Event Triage and resolving subsequent issues within agreed parameters, handing-off to other Resolve Groups and third parties when needed
- You may also be assigned to a specific customer or group of customers with special responsibility for arranging and completing work, attending meetings and acting as a single-point-of-contact for both inside and outside of Zenzero. This may include working customer’s sites for longer periods of time
- When not visiting customer sites you will work from a Zenzero office and provide general support services
- Ensuring Field Services fulfil all KPIs
- Ensuring the Zenzero knowledgebase is up to date
- Ensuring Field Services achieve SLAs
Ideal Experience:
- Working for a Managed Services Provider (MSP or MSSP)
- Knowledge and technical understanding of Microsoft 365 and general business IT systems (including Azure, Intune & Autopilot)
- Experience in using ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask)
- Operational understanding and experience working in ITIL aligned environments including an understanding of SLAs, Incident Management, Service Request Fulfilment and Change Management
- Ability to demonstrate excellent troubleshooting skills
- Ability to demonstrate strong team working and team leadership skills
Locations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Field Service Engineer role. Highlight your experience with Microsoft 365, ITIL practices, and any relevant tools like ConnectWise Manage. We want to see how your skills match 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 background makes you a perfect fit. Don’t forget to mention your troubleshooting skills and team spirit – we love that!
Showcase Relevant Experience:When filling out your application, be sure to showcase any hands-on experience you've had in field services or managed services. We’re keen on seeing how you've tackled incidents and service requests in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Zenzero
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and ITIL principles. Be ready to discuss how you've used these technologies in past roles, especially in a Managed Services Provider environment. This will show that you’re not just familiar with the tools but can also apply them effectively.
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of how you've tackled complex technical issues. Think about incidents where you had to think on your feet or collaborate with others to resolve a problem. This will demonstrate your ability to handle the reactive support aspect of the role.
✨Understand SLAs and KPIs
Familiarise yourself with the importance of SLAs and KPIs in the field services context. Be ready to discuss how you’ve met or exceeded these in previous positions. This shows that you understand the business side of IT support and are committed to delivering results.
✨Be Ready for Customer Interaction
Since this role involves visiting customer sites, think about how you would handle various customer scenarios. Prepare to discuss your approach to communication and relationship-building with clients. This will highlight your ability to be a single point of contact and represent the company professionally.
