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For Companies At a Glance
- Tasks: Support customers with IT issues, installations, and configurations on-site and remotely.
- Company: Join Zenzero, a dynamic Managed Services Provider focused on innovative IT solutions.
- Benefits: Enjoy flexible work options, hands-on experience, and a collaborative team environment.
- Why this job: Gain valuable skills in IT support while making a real impact for clients.
- Qualifications: Experience with Microsoft 365, ITIL practices, and strong troubleshooting skills are essential.
- Other info: Opportunity to work closely with customers and lead projects in a fast-paced setting.
The predicted salary is between 36000 - 60000 £ per year.
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
IT Field Services Engineer employer: Zenzero
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Field Services Engineer
✨Tip Number 1
Familiarize yourself with the specific tools and technologies mentioned in the job description, such as Microsoft 365, Azure, and ITSM tools like ConnectWise Manage. Having hands-on experience or certifications in these areas can set you apart from other candidates.
✨Tip Number 2
Highlight any previous experience you have working in Managed Services Provider environments. Be prepared to discuss how you've successfully managed SLAs and incidents in your past roles during the interview.
✨Tip Number 3
Demonstrate your troubleshooting skills by preparing examples of complex issues you've resolved in the past. This will show your potential employer that you can handle the challenges of the role effectively.
✨Tip Number 4
Since this role involves a lot of teamwork, be ready to share experiences where you've successfully collaborated with others. Emphasizing your team leadership skills can make a strong impression on the hiring team.
We think you need these skills to ace IT Field Services Engineer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the IT Field Services Engineer position. Understand the responsibilities and required skills, especially those related to customer support and technical knowledge of Microsoft 365 and ITIL practices.
Tailor Your CV: Customize your CV to highlight relevant experience in managed services, troubleshooting skills, and familiarity with ITSM tools like ConnectWise Manage. Emphasize any previous roles where you provided end-user support or worked on incidents and service requests.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to work under defined SLAs. Mention specific experiences that demonstrate your problem-solving skills and teamwork capabilities, as these are crucial for the role.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are important traits for an IT Field Services Engineer.
How to prepare for a job interview at Zenzero
✨Show Your Technical Knowledge
Be prepared to discuss your experience with Microsoft 365, Azure, and other IT systems. Highlight specific projects where you successfully implemented or supported these technologies.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've tackled complex incidents or service requests in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Understand SLAs and KPIs
Familiarize yourself with the concepts of Service Level Agreements and Key Performance Indicators. Be ready to explain how you've met or exceeded these in previous roles.
✨Emphasize Team Collaboration
Discuss your experience working in teams, especially in a Managed Services Provider environment. Share examples of how you contributed to team success and supported colleagues.
