IT Field Support Engineer

  • Permanent
  • Oxford, South East
  • Posted 12th June 2019
  • £30000.00 - £35000.00 per Annum + 25 days, Pension, Healthcare
  • Ref: 102895
IT Field Support Engineer required by market leading, award winning professional services organisation based in Oxford. The IT Field Support Engineer will be responsible for supporting 600+ customers with high quality support during regular site visits and remote. IT Field Support Engineer will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the Service Desk Management solution. Ensuring that resolutions are maintained within SLA.

The IT Field Support Engineer will be based out of Oxford and will be supporting sites across Swindon, London and Oxfordshire.

Primary focus:

*IT Support and Project Delivery: responsible for delivering IT support and project delivery
*Resolve Issues: resolution of incidents and service requests as escalated by Service Analysts. Diagnosis of hardware and software issues to a high degree of accuracy
*Endpoint Management: software deployment, software usage monitoring, asset management, reporting and distribution technologies
*Team Coaching & Mentoring: develop and coach team members to improve performance and delivery of service

Key Responsibilities:

*Diagnose and troubleshoot network and hardware performance issues across LAN, WAN, DNS, WiFi and DHCP using tools and services such as SCCM, WSUS, Process Monitor, nmpa, Ping, nslookup, Wireshark, Event Viewer
*Experience of end user computing, endpoint management, application, network and infrastructure support
*Experience of Mimecast or similar filter solution; assessing suspicious emails, identifying trends and working to optimise the filtering process
*Understanding of service restores and how they impact underlying infrastructure
*Understanding of backup software concepts, data security, GDPR, handling personal and sensitive data
*Comms room troubleshooting and assisting Infrastructure team at datacentre visits with equipment moves and replacements
*Experience of telephony, IP, digital and PSTN, providing local call fault diagnosis and escalation to third party provider
*Work with Facilities to provision New Starters, Movers and Leavers
*Ensure technical and procedural documentation is accurate, including knowledge base
*Inclusion in Service Desk and out of hours rota

Essential experience
*Minimum 5 years' experience in a similar IT role
*Excellent level of knowledge of IT technologies and processes
*Experience of call logging technology and processes
*Experience of working to SLAs in a similar environment
*Relevant ITIL qualification
*Excellent customer service skills and good written and verbal communications skills

*Ability to troubleshoot and determine faults for hardware and software
*Experience of switch concepts, routers, NTUs, cable management, Power over Ethernet, structured cabling, WiFi access points
*Antivirus and drive encryption; Bitlocker and LAPS
*Citrix and network principles
*Experience of modern management
*Valid drivers licence

The successful IT Field Support Engineer will begin on a salary between £30,000-35,000 p/a plus an excellent benefits package which includes 25 Days holiday, Life Assurance, Group Personal Pension Plan, Health Care Cash Plan, Childcare Voucher Scheme, Employee Assistance Programme, Cycle to Work Scheme , Referral Bonus Scheme, £50 Birthday Bonus and a Season Ticket Loan (interest free) up to £10,000 to name but a few.

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