Field Services Engineer

Role Details

Job Description

Vacancy: Field Services Engineer
Reference: FSE/PB/BSE/03/2024
Date: 01/07/2024
Contract:​Permanent
Hours of Work: Full Time (36.25 hours per week)
Working Pattern: Monday to Friday, shift patterns will vary between 8am and 6pm
Reporting to: Fulfilment Lead
Salary: Up to £35k base salary plus a car allowance of £4,800 per annum

Location

As an onsite Field Engineer, the successful candidate will be expected to travel to client sites across the East of England and London. The post holder will be expected to be on site five days per week and it is the post holder’s own responsibility to manage their travel time between home and the client sites, to ensure they are on site ready to begin work from 8:00am.

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About Xperience

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At Xperience we deliver business efficiencies through Digital Transformation.

We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That’s why we’ve got over 1,400 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

About the role

As a Field Services Engineer, you will provide onsite IT technical support for Xperience’s customers. The customers will typically be charities, schools and health & Social care so strong customer-facing and experience supporting end users face to face is essential. Ensuring the customers receive the highest level of support, working closely with the technical teams within Xperience to investigate, troubleshoot and support IT infrastructure, hardware and software across our customer locations.

What you’ll be getting up to on a day-to-day basis:

•Performing onsite IT support functions for the customer, representing Xperience face to face with our customers
•Recording activities and functions performed while onsite through the Xperience Ticket Management tool, ensuring transparency, reporting accuracy and knowledge share
•Exploring service improvements and innovation in the market and how these can benefit our business from an operational, services and security perspective.
•As an advocate for Xperience’s IT services, engage with, develop and manage relationships between all relevant parties, departments and customers
•Understanding how both the Xperience and customer operations and procedures work to provide a high level of service
•Propose and deliver improvements to the Framework for Operational practices and services, delivering the standards and tracking the adherence to the key stages
•Propose and deliver improvements to the Framework for Operational practices and services
•Covering and supporting other Field Service Engineer onsite bookings, if required due to absence
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Experience Required

Essential Criteria:

•At least one year’s previous hands-on experience a ticket management system
•Previous IT Support experience working within an internal or external facing helpdesk support team
•Good communication skills and a “can do” attitude
•Experience of working in a customer facing environment with the ability to communicate clearly and concisely with customers
•Excellent team player
•Problem solving skills
•Ability to be resilient to issues and influences outside of their control
•Ability to take ownership and work on the detail in a real time environment
•Full driving license that enables you to drive in the UK and access to own vehicle for business purposes
•Willingness to undergo an Enhanced DBS check with Barred List if successful, due to the nature of our client sites
•Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Travel to client sites is essential. Regular locations include, but are not limited to:

•Enfield
•Bromley
•Ruxley
•Woolwich
•Blackheath

Qualifications Required

Desirable Technical Competencies:

•Knowledge of Windows operating systems, both pc and servers
•Knowledge of computer hardware, software, security and networking
•Active Directory (Configuration, troubleshooting, Group Policy)
•Microsoft Exchange (2010, 2013, 2016)
•Basic understanding of networking (DNS, DHCP, switching, routing, VPN)
•Citrix Technologies (XenApp, XenDesktop, NetScaler, StoreFront)
•Any SharePoint experience would be beneficial
•Office 365 Technologies

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