What we are looking for
Full-time, Permanent, On-site & Remote, £40,000 - £45,000
ROCK’s Field Engineers are a key contributor to ROCK’s Service Management activities, resolving our more complex Service Incidents and Service Requests that require onsite presence.
Our Field Engineers are responsible for providing onsite technical assistance to our clients in and around the London area, for their wide range of infrastructure and systems, using our remote support tools and ticketing system. Whilst impossible to fully define, this would include Server & Workstation support for Microsoft, Apple and Linux based operating systems, Wi-Fi & Networking hardware support, Support and installation of business applications, Vendor Management.
The role also has a heavy focus on client communication, ensuring a high level of client satisfaction by ensuring that the client is kept up to date regarding the ticket status at all times.
Key Responsibilities
- Adhering to KPIs and OKRs, ensuring that Service Incidents and Service Requests are resolved within SLA commitments for our clients and with appropriate quality levels.
- Keeping calm under pressure and Maintaining excellent communication with stakeholders at all levels while taking ownership of and progressing incidents.
- Maintaining some of the latest and greatest Server, Desktop, and Laptop technology from industry leaders such as Dell, Apple, HP and Microsoft.
- Network hardware support; including switches, routers and cutting-edge firewalls from the likes of SonicWALL, Cisco, and UniFi.
- Managing of Email Services on premise using Microsoft Exchange and in the cloud with platforms such as Microsoft 365.
- Support and Installation of line of business applications and bespoke developed software packages.
- Support and Installation and configuration of printers, scanners, and other peripherals and network equipment.
- Supporting the Support Desk Lead and Service Delivery Managers to ensure clients have a positive everlasting relationship.
- Liaising with suppliers and third-party IT companies to gather important information required to complete Support Desk tickets.
- Updating our internal knowledge management systems with all information gathered or changed during activities.
- Carrying out Onsite HelpDesk days at client premises.
- Carrying out 1st and 2nd Line role when required.
- Carrying out Bench work when required.
- Carrying out Project Installation when required.
Essential skills & experience
- 2+ years in an IT engineer role
- Windows Server experience
- Experience with VMWare Systems and Servers
- Good network infrastructure knowledge/experience, SonicWALL firewall experience
- Experience of working within a Managed Service environment or Internal IT Support.
- Excellent client communication and documentation skills in English
- Excellent technical knowledge surrounding IT infrastructures and technologies
- Strong organisational skills and ability to manage complex workloads and multiple priorities
- Excellent time and workload management skills with strong focus on attention to detail
- Deadline orientated
- Hard worker striving to always achieves the required outcomes
- Full UK Driving Licence
What can we offer?
- You'll receive an Oyster card for personal and professional use
- 25 days annual leave plus bank holidays
- Enhanced Maternity, Paternity and Adoption pay
- Paid leave for training
- Paid charity volunteer days
- Enhanced Sickness Scheme
- Annual well-being allowance
- Employee Referral Programme
- Employee Assistance Programme
- Cycle to work scheme
- Death in Service
