Field Service & Support Technician

Hybrid role: Field Service & Support Technician

Location: Somerset

Salary: £42k

My client is a growing IT Managed Services organisation with offices in Somerset who offers Managed Services around Connectivity, Cyber Security and Tech Support Services. Due to the continued growth of my client; we are now looking for a hybrid technical hire, who can provide both Field Service expertise and Technical Support.

Main purpose of role:

1. Field Service Technician: This is a technical role installing, maintaining, repairing and testing ICT systems and devices and providing solutions and advice to ICT queries raised by users which will involve some travel to sites.

1. Support Technician: Provision of technical service desk advice and support to customers.

Primary responsibilities:

Field Service Technician:

• Installing, maintaining, repairing and testing ICT systems and devices which will involve some travel to sites.

• Identify, investigate and diagnose ICT problems and queries raised by users so that guidance and advice can be offered, and solutions found while keeping users informed of progress.

• Assist identifying and maintaining spare parts and tools to be held by the company to allow diagnosing and repairing equipment to take place in a timely manner.

• Operate in line with Service Level Agreements and company policies to provide and maintain high standards of customer service and quality.

• Liaise with external specialist agencies and experts to assist with finding resolutions to queries.

• Use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles.

• Work efficiently, cost-effectively and ethically in accordance with the company’s policies and the law to maintain the company’s reputation and trusted advisor status.

• Operate collaboratively and effectively within one or more teams while contributing to the team’s current agreed goals and objectives.

• Share specialist knowledge relevant to the business with colleagues by maintaining and expanding knowledge databases and providing advice and training when required.

• Maintaining flexibility in the role to enable other tasks to be undertaken within the Technical Services department.

• Stay informed of current practices and developments in ICT fields to better enable solutions and advice to be given.

• Adopt continuous learning and improvement by undertaking new and existing product training when necessary and working towards agreed industry certifications.

• Ensuring company vehicles are used in a safe manner and reporting when the requirement for maintenance and repairs are identified.

• Assess risks and hazards at all times and work locations to ensure work takes place in a manner that is safe for yourself, colleagues and customers.

Service Desk Support Technician:

• Receive, document, and manage IT problems and queries raised by users accurately and in a timely manner so that queries can be correctly assessed.

• Identify, investigate and diagnose IT problems and queries raised by users to guidance and advice can be offered and solutions.

General – both roles:

• Operate in line with Service Level Agreements and company policies to provide and maintain high standards of customer service and quality.

• Liaise with external specialist agencies and experts to assist with finding resolutions to queries.

• Use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles.

• Ensure all work is adequately accounted for under a customer service contract or is costed and billed appropriately to maintain the company’s revenue.

• Work efficiently, cost-effectively and ethically in accordance with the company’s policies and the law to maintain the company’s reputation and trusted advisor status.

• Operate collaboratively and effectively within one or more teams while contributing to the team’s current agreed goals and objectives.

• Share specialist knowledge relevant to the business with colleagues by maintaining and expanding knowledge databases and providing advice and training when required.

• Maintaining flexibility in the roles to enable other tasks to be undertaken within the Technical Services department.

• Stay informed of current practices and developments in ICT fields to better enable solutions and advice to be given.

• Adopt continuous learning and improvement by undertaking new and existing product training when necessary and working towards agreed industry certifications.

• Ensure company vehicles are used in a safe manner and reporting when the requirement for maintenance and repairs are identified.

• Assess risks and hazards at all times and work locations to ensure work takes place in a manner that is safe for yourself, colleagues and customers.

…