IT Field Service 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.

• 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

• 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