IT Field Engineer

Company Profile

Total IT is an award-winning technology services company based in Bedford. Total IT has been going since 2006 with an established growth record, fantastic

clients

and an excellent working environment. Committed to delivering

high touch

IT support, our aim

is

to provide the highest levels of service coupled with a great working environment.

Experience : You will be

an IT Field Engineer

managed by

our

Professional Services Team Leader

You will be

managed by our

Head Office in

Bedfordshire

and

your

key responsibility w

ill

be to attend client sites

around the country

predominantly London

• . You are expected to respond to reactive issues and complete the successful installation of both

IT

hardware to meet client requirements

& taking ownership of issues and ensuring the clients expectations and both set,

met

and exceeded

providing a quality service first time, every time

As a field engineer,

youll

combine product knowledge with fantastic people

skills

, relationship building

delivering

exceptional

solutions

to clients.

Minimum of

yr experience within

similar

technical role

Familiar with working

onsite

at

clients

premises

A good understanding of

ealth & safety

requirements

Troubleshooting

experience to an

intermediate level

Experience of supporting multi-site clients

Responsibilities :

Attend client sites around the country,

predominantly London

Respond to reactive issues and complete successful installation of IT hardware.

Ensure client expectations are set, met, and exceeded.

Handle 2nd line support tickets during periods of low ticket volume

Customer Service

Work on and resolve escalated Helpdesk Tickets.

Delight clients with a friendly, quick, and helpful experience.

Provide advanced on-site troubleshooting and installation / removal of equipment.

Perform on-site hardware maintenance and support.

Handle 2nd line support tickets during periods of

low-ticket

volume

Use of Ticketing System

Use the ticketing system to work on and resolve Helpdesk Tickets & Service Requests.

Manage and record all work through the ticketing system.

Maintain client documentation.

Split tickets with several issues into individual tickets.

Ensure tickets are not stale throughout the process.

Project Work

Assist

the projects team with on-site project delivery as needed.

Communication, Reporting & Risk

Create and

maintain

documentation for on-site processes.

Escalate tickets requiring Service D

esk

Manager support.

Communicate ticket status to clients at every step,

notifying them

of any changes or outages.

Submit timesheets and expense reports as

indicated

in SOPs.

Identify

, communicate, and mitigate potential risks to the Service Desk Manager and clients.

Complete end of job reports highlighting what went well, what

didnt

and what is still left to do.

Team Work

Follow the schedule provided by the Service Desk Manager

Project Coordinator

or Project Manager

Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.

Follow all security procedures and remain vigilant for security issues.

Identify

opportunities for improvement and make constructive suggestions for change.

Contribute to the process of innovative change effectively.

Undertake other duties as required by the

Professional Services Team Leader, Service Desk Manager or Head of Operations.

Technical Skills Required :

Windows Desktop (10,11) :

Install, configure, and troubleshoot issues.

Microsoft 365

: Basic understanding and troubleshooting of Microsoft 365 software.

Networking

: Understanding and troubleshooting of networking, IP addresses, MAC addresses, DNS, internet connection issues, Wi-Fi issues, and

firewall

configuration.

Printers

: Understanding of printer errors, configurations, and reinstalling drivers.

Project Installations

: Installation of desktops, laptops, workstations, monitors, printers, routers, firewalls, switches, UPS, wireless access points, CCTV cameras, access control systems, and audio-visual systems.

Desired

Skills :

A love of (and ability to) solve problems and challenges.

Great communication

skills, founded in being a good listener.

Advanced understanding of support tools, techniques, and how technology is used to provide services.

Advanced understanding of operating systems, business applications, printing systems, and network systems.

Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices.

Advanced experience and understanding of structured cabling (tidy cable management is

a must

).

Advanced experience installing and

maintaining

networking and VoIP equipment.

Advanced experience and knowledge of working with the Microsoft 365 Platform.

Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc).

Advanced experience working with vendors for expedited troubleshooting of hardware and software systems.

Must be able to type quickly and accurately while talking on the phone.

A deep desire to deliver an amazing client experience.

Advanced knowledge of IT applications, software, and hardware.

Great communication

skills, founded in being a good listener.

A deep desire to deliver an amazing client experience.

The ability to keep up with and adapt to the fast-paced IT world.

Nice to Have

Skills

Experience using a ticketing system / RMM tool and PSA software.

Experience providing support via remote tools.

Experience handling technical service tickets.

Professional IT certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Produce and keep up to date documentation on clients systems

Company benefits :

30 Days annual leave plus 1 day, 2 weeks either side of your Birthday

Private Healthcare including 24hr GP Service, In-patient / Out-patient care, Therapies cover & Advanced Cancer Care cover

Mental Health & Wellbeing programmes

Audio, Optical & Dental cover

Reward Programme with an estimate value of £,1750 per year

Great working environment with friendly team

Contributory pension scheme

Receive up to 10 days of relevant training per year

A tailored professional and personal development plan

High performance computers for all employees

Work in a modern environment, we have break out areas for those quiet times

17

th

Floor office view over London

Interview Process : Stage 1 :

Microsoft Teams interview. This

generally lasts

between 15 and 30 minutes and will be with

our Recruitment Team

Stage 2 :

Face to face interview with a Technical Test with our Service De

sk

Manager

& Head of Operation

Stage

3 : A call with our

Recruitment Team

to run through a job offer, set

expectations

and confirm any outstanding questions.

Final Stage :

An offer letter is sent with an agreed start date. Welcome to the Total IT Team!

Why work at Total IT

A recent team survey gives you an insight into the work life here at Total IT :

"Great people", "The atmosphere makes me want to come into work each day!"

Joining us on a technical role, expect a warm welcome

and to be treated fairly and professionally with

top-up

training to help you meet your own goals.

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