Job Title: FIELD SERVICES ENGINEER
Rate: 100 GBP
Location: Wrexham, UK
Onsite Requirement: All 5 days, Monday - Friday during business hours
Contract Duration: 12 months
FIELD SERVICES ENGINEER JD - L1
End User Support Experience:
1. Three to four (3-4) years' experience providing IT Infrastructure field support, including troubleshooting hardware, software, and operating system issues while maintaining hardware warranty and customer security compliance.
2. Good customer management skills.
3. Strong oral and written communication skills.
4. Able to interact and work with customers at different levels.
5. Self-driven and result-oriented.
6. Passionate about the work.
7. Able to work with deadlines and complete tasks on time.
Hardware Troubleshooting and Repair:
1. Hands-on experience in installing and troubleshooting hardware issues for laptops, desktops, printers, and accessories.
2. Basic knowledge of enterprise LAN, WAN, and server setups.
3. Able to perform smart and physical assistance activities under instruction at sites.
4. Able to lift/move computer equipment weighing up to 50 lbs.
5. Conference room A/V equipment assistance and troubleshooting.
6. Basic VOIP phone configuration and troubleshooting.
7. Smart hand support for peripheral and networking hardware, including monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, and multi-port data termination panels.
Operating System & Software:
1. Skilled in desk-side support for installing and troubleshooting operating systems (Win 7/Win 10/MAC/Linux).
2. Experience with anti-spyware and anti-virus software.
3. Basic installation and troubleshooting of standard software applications like Adobe and browsers.
4. Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, OneDrive).
5. Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles.
6. Basic understanding of mail configuration and troubleshooting of Mobile Device Management systems (Airwatch/Xenmobile/Mobile Iron, etc.).
7. Basic understanding of data backups.
8. Basic understanding and troubleshooting for VDI, SCCM/LanDesk/Altris.
9. Basic configuration and troubleshooting of Apple machines/mobile devices.
10. Contribution towards creating knowledge base articles.
11. Ensuring all service requests and incidents are addressed within stipulated SLA timelines.
Tools & Process:
1. Knowledge and experience in service requests and incident management processes.
2. Preferably possess an Associate's Degree in Electronics and CompTIA A+ Certification.
3. Knowledge and experience with ticketing tools (ServiceNow/Remedy, etc.).
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