About the role:

As part of the Field Services Team at Zenzero, a Field Services Engineer supports our customers and their end-users by providing general advice and guidance as well as working on incidents and service requests that cannot be completed remotely by our Service Desk team.  They work to defined SLAs and assist our Project teams with deployments and other installation activities.

Typical responsibilities will include:

• Building and configuring end-user-computing devices like desktops, laptops and tablet devices to agreed standards

• Visiting customer sites to complete scheduled activities like installations, desk moves, upgrades and changes as well as other planned activities

• Visiting sites to provide reactive support including support for Network, Server and Storage equipment located on customer sites – acting as remote-hands as required

• Providing end-user support and assistance for typical Desktop, Office and other End-user Computing tasks

• Completing Incidents, service requests and other activities including proactive checks, event triage and resolving subsequent issues – handing-off to other teams and third parties as required

• Proactively updating the knowledgebase

• Striving to achieve all KPIs and SLAs at all times.

As a Field Services Engineer, you may also be assigned to a specific customer or group of customers with special responsibility for arranging and completing work, attending meetings and acting as a single-point of contact for both inside and outside of Zenzero.  This may include working at customer sites for long period of times.

When not visiting customer sites, you will work from Zenzero sites and provide general support services.

What you’ll need to be successful:

We are looking for a confident, proactive and self-motivated individual who is experienced working under pressure in a fast-paced environment. You must be able to follow processes and procedures correctly with minimum oversight and make recommendations to the adjusting of those processes.

Flexibility with working hours is required in order to cover specific times, provide holiday cover and bank holiday cover.

The ideal candidate will have:

• Working fora Managed ServicesProvider(MSP or MSSP)

• Knowledge and technical understanding of Microsoft 365 and general business IT systems(including Azure, Intune & Autopilot)

• Experience in using ConnectWise Manage or another ITSM tool (ServiceNow /Remedy/ Autotask)

• Operational understanding and experience working in ITIL alignedenvironments including an understanding of SLAs, Incident Management, Service Request Fulfilment and Change Management

• Ability to demonstrate excellent troubleshooting skills

• Ability to demonstrate strong team working and team leadership skills.

What’s in it for you:

In addition to a competitive salary, a culture to be proud of and a tailored training and development plan to ensure that you are always learning and are able to take your career to the next level, we offer a range of perks and benefits which include:

• Your birthday off

• Contractual sick pay

• Flexibility to work remotely

• 33 days leave per year (increasing by one day from your fifth year of service up to a maximum of 38 days).

• Private Health Insurance (Vitality Scheme)

• Salary Sacrifice options including Electric Venicles, Bikes and Equipment, and Technology purchases.

• Access to a range of discount and loyalty schemes.

• Discount gym membership.

• Enhanced Maternity, Adoption and Partner leave and pay.

• Enhanced employer pension contributions.

How to apply:

If this sounds of interest, please follow the ‘Apply now’ button below, where you will be asked to attach your CV.

We reserve the right to close the vacancy once sufficient applications are received. We recommend you apply at your earliest convenience.