IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.
A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.
The Role
The key deliverables of a Senior Field Engineer are to provide technical support to end users and support projects. This can include incidents; project tasks; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information. The Senior Field Engineer must be able to work on their own daily but as part of a larger project team and must always be an ambassador for IT Lab.
Location and Environment
Based in Brackley, Northamptonshire with regular scheduled travel to several locations between Leamington Spa and Aylesbury. This role intends to support a single client undertaking a significant construction project.
Required Skills and Capabilities
-Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
-Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to resolution or escalation.
-Take ownership of project tasks allocated to them through to completion and ensure regular communication with project team and stakeholders.
-Ask targeted questions and apply accurate troubleshooting.
-Contribute fully as an active team member and ensure personal and team objectives are achieved.
-Always maintain a professional relationship with clients and peers and act as an ambassador for IT Lab.
-Utilise excellent customer service skills and exceed customers’ expectations.
-Mentor and provide support for colleagues when working in a team on client sites.
-Assess and Report potential client facing risks.
-Report customer feedback and potential product request.
-Maintain a personal development plan with Line management.
-Collaborate with other teams to maintain standards and functionality.
-Troubleshoot, maintain, and support a wide range of systems.
-Ensure SLAs are met.
Senior Field Engineer Duties and Responsibilities
-Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s.
-Must have the ability to prioritise own workload, tickets, requests, and project tasks.
-Apply extreme attention to detail.
-Effective troubleshooting skills related to your relevant area of support.
-Take ownership of technical escalation.
-Follow established escalation process for critical or high priority issues as identified onsite.
-Contribute to and improve internal knowledgebase, assets.
-Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
-Provide prompt and accurate feedback to users.
-Direct unresolved issues to technical specialist or incident management for technical escalation within the team.
-Collaborate with suppliers and third parties to carry out support and project tasks.
Key Performance Indicators (KPIs)
-Take ownership of tickets and issues within SLA’s.
-Ensure IT Lab time logging principles are adhered to (8hrs per day).
-Process adherence.
-Data accuracy.
-Diligence in ticket management (daily client facing updates, correct status, escalation).
-Successful ticket closure (i.e. no tickets are reopened).
-100% shift compliance, availability during your shift hours (which may incur shift & desk rotation).
-100% compliance with clients and IT Lab Health and Safety procedures.
Package
– Package dependent on experience
– 25 days’ annual leave
– Pension, healthcare, discounted gym membership (a whole array of benefits)
– 40 hours per week (Monday to Friday between the hours of 7am to 7pm on a shift rotation)
– Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent