Technical Field Support Engineer

My client are looking to recruit an experienced Field Engineer to operate in the South East and East Anglia region. This is a contract job so applicants should ideally be experienced contractors.

This role combines a high level of technical skills with a clear commitment to customer service. As a member of the Field Support team, you will be required to provide support to customers at office or site location, as referred by the IT Service Desk. You will need to be flexible in your approach to travel and be able organise yourself so that you are visiting locations regularly as required. You will be required to build relationships with key site contacts. You will need to refer to and assist other IT functions as required, monitoring progress and keeping customers appraised of events.

Your responsibilities will include but not be limited to the following:
· Handle incoming help and service requests referred by the IT Service Desk
· Deal with requests within the agreed performance targets and service levels
· Identify and carry out any immediate corrective action that can resolve or contain issues directly
· Monitor progress of incidents and keeps all interested parties informed
· Apply diagnostic utilities, FAQ's and knowledge bases to aid in troubleshooting
· Submit items to knowledge base for future reference when appropriate
· Resolve incidents, verifying the resolution and confirming with the customer
· Work with first and third line support groups to assist resolution where necessary
· Escalate and progress the severity of support issues as required
· Ensure that all relevant information is recorded in the Service Management system and kept up-to-date
· Offer general advice, points of contact and guidance on all available IT services
· Participate in site setup, re-location and de-commission support activities as required
· Participate in IT project work as required
· Offers assistance during major incidents as required

If you have experience in a similar role/roles then I would like to see your CV ASAP

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