- You’ll be joining a team that’s trusted by organisations to deliver at scale. As an eight‑time Microsoft Partner of the Year winner and one Microsoft’s most decorated UK partners
- Our Field Services Engineers always projects a customer first mindset, serving all our users as a VIP; exhibiting an attitude of service excellence to our clients is imperative
- Our engineers have a passion for delivering an excellent client experience with impeccable attention to detail, whilst building and maintaining a positive and professional relationship with our clients at all levels of their organisation
- Our Engineers understand that when they are on a client site they are committed exclusively to that client, demonstrating knowledge, and understanding of our client’s needs, constantly looking to remove issues whilst making recommendations for a better IT experience, when identified
- Exuding a sense of urgency and professionalism to assist users in a personal manner is how we define client excellence, whilst always being a proud representative of Kocho, promoting our business and our team
- The Field Services Engineer role consists of managing incidents and requests, either face to face or over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met
- If contracts with clients expire you will be brought back into the team to support other Onsite Support requirements
- Provide 1st/2nd line support for all clients where assigned, either over the phone utilising remote troubleshooting tools and techniques, or face to face on client site interacting directly with the customer when necessary
- Respond to alerts if required, including testing, and troubleshooting. Provide detailed information on the nature of issues encountered
- Complete initial diagnosis of all incidents, and either resolve to the customers satisfaction using documented procedures and processes or escalated to 3rd line
- Lead by example to set the technical standards of the Company, actively promoting outstanding customer support
- Support for physical/virtual servers, network and security systems, desktop environments, remote access and mobility solutions, telephony, and business applications, where this is part of the support contract
- Communicate with clients in a courteous, efficient, effective, and professional manner, keeping them updated and always informed
- Have a clear and detailed understanding of how technology relates to business strategies and goals
- Assist in ensuring that all service agreements, delivery promises, and performance standards are met, and client’s expectations are managed
- Will be expected to manage stock, building endpoint devices as well as other kit as and when needed
- Provide cover for onsite engineers when and where necessary, ensuring work is carried out on a BAU basis
- When not travelling or onsite for customers, engineer will manage incidents remotely for clients’ issues and requests
- Maintain computer systems
- Replace parts as required
- Guide employees or clients through a series of actions to help set-up systems and resolve issues
- Keep computer systems running smoothing and ensure users get the maximum benefits from them
- Install and configure hardware, operating systems and applications
Benefits
- Flexible Working: Want to work from home? No problem. We’re happy for you to work from anywhere providing it suits your role – we’ll even cover any extra costs
- Enhanced Parental Leave: Make the most of welcoming a new child into your family. We also offer offer enhanced leave for primary and secondary caregivers
- Private health insurance: We provide private health insurance, free eye tests, and discounts on glasses
- Life assurance: We provide comprehensive life assurance, so you and your family can have peace of mind
- Critical illness: If you’re diagnosed with a critical illness, you’ll benefit from financial support to help you and your family
- Training: We’re committed to helping you ‘Become greater’. You’ll get time off and funding for training, study, and exams
- Birthday day off: On top of your annual holiday allowance, you’ll get an extra day off to celebrate your birthday
- Wellness partner: Your wellness matters. We provide support through our wellness partner
AD/Group Policy – Intermediate (Comprehensive experience utilising AZ900 guidelines/training)VIP Support, Hedge Fund/Asset Management/Wealth Management Onsite Support experienceAudio Visual Equipment – Intermediate (Comprehensive experience required)Hardware Laptop Troubleshooting Skills - Intermediate (Comptia A+, Comprehensive experience utilising MS900 guidelines/training)Mobile Phone Management (Endpoint Manager) – Intermediate (Comprehensive experience utilising AZ900 guidelines/training)Windows Troubleshooting Skills – Expert (Comptia A+, Comprehensive experience utilising MS900 guidelines/training)Application Management (MS Office/Adobe Acrobat/Creative Cloud/VPN) – Intermediate (Comprehensive experience required)MS365/Exchange – Intermediate (Comprehensive experience utilising MS900/AZ900 guidelines/training)A good level of experience in the IT industry, with any experience in the Financial /MSP sector preferableWindows Deployment (Intune/Azure, SCCM, MDT/Win 10) – Intermediate (Comprehensive experience utilising AZ900 guidelines/training)Bloomberg Terminal – BasicNetwork Troubleshooting Skills – BasicAnti-Virus Experience/Portal NavigationDesktop Phone Troubleshooting and SetupYou’re already great with:Sharepoint – BasicBitlocker Setup – BasicPowershell -BasicMac OS ExperienceAudio Visual Equipment – Logitech, Cisco, Teams, ZoomAbility to prepare, present and share knowledge with colleagues and clientsSoftware and hardware troubleshooting skillsHighly capable with problem-solving abilitiesPrides self on client excellenceThorough attention to detailExcellent written and verbal communication skills, with the ability to explain technical issues to non- technical staff at all levels of an organisationA professional attitude always, with exceptional work ethicA passion to work in Information Technology deliver excellent client experienceWe also need you to have:Works well under pressure, in fast-paced environment,Learns new technologies quickly and is eager to develop on skillsTeam playerExcellent relationship building skills, client facing, personable, patient
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