At a Glance
- Tasks: Support customers by resolving IT incidents and providing on-site assistance.
- Company: Join a dynamic IT services company focused on innovation and customer satisfaction.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Be part of a collaborative team with excellent career advancement opportunities.
- Why this job: Make a real difference in tech support while developing your skills in a fast-paced environment.
- Qualifications: Experience with Microsoft 365 and strong troubleshooting abilities are essential.
The predicted salary is between 40000 - 40000 £ per year.
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 Requests 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.
- Visiting customer sites to complete scheduled activities such as installations, desk moves, upgrades and changes as well as other planned activities.
- Providing reactive support including support for Network, Server and Storage equipment located on customer sites – 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.
- May 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 – including working at customer sites for longer periods of time.
- When not visiting customer sites, 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.
Seniority level: Associate
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
IT Field Services Engineer in Leeds employer: Zenzero
Zenzero is an exceptional employer that prioritises a people-first culture while delivering innovative IT solutions. With recognition as the Nationwide Managed IT Services Company of the Year 2024, employees benefit from a dynamic work environment in the Midlands, where they can grow their careers through meaningful projects and collaboration with talented professionals. The company fosters continuous learning and development, ensuring that team members are equipped to excel in their roles and contribute to the success of both clients and the organisation.
