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Back to jobs Field Service Engineer
  • Edinburgh, Central Belt
  • £25,000 to £30,000
  • (Permanent)
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This awarding-winning leading provider of IT services puts people first. To make their customers, employees and partners happy!

Their core values:

Accountability - They say what they are going to do and do what they say. They deliver their promises.
Commitment - They have an unrivalled customer service ethos to do the best job they possibly can.
Education - They pursue technical growth and learning, and reward performance.
Understanding - They listen first to truly understand their customers’ needs.

They are looking for Field Engineers who are continually seeking opportunities to increase customer satisfaction and deepen customer relationships. Identifying areas for improvement and making constructive suggestions for change. You will be responsible for onsite service and support needs for their customers. This relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software

Personal Qualities desired:

Possesses strong verbal communication skills and has a track record of supporting SME technologies.

You have a reliable, responsible and trustworthy character with a polite, tolerant but professional manner and you enjoy dealing with people – not just technology.

Focused, Self-motivated and self-disciplined, you remain calm under pressure and you are a capable and tenacious problem-solver – though you do know when to escalate.

You possess a strong customer service ethos, a healthy desire to learn and improve and you’re hungry for a new opportunity to build and develop your experience.

Essential Duties and Responsibilities:

Acting as a first point of contact for customer requests, either by inbound calls (phone) or from the ticketing system for our customers.

Contacting our customers and 3rd party partners for follow up and to maintain momentum of the service tickets and to develop excellent customer relationships.

Taking ownership of Service desk tickets assigned to you. As well as being proactive for assigning own tickets when capacity allows. All the time communicating with our customers the progress of the ticket.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, as well as virtual environments.

Knowledge, Skills, and/or Abilities Required:

Professional IT Certifications, such as Microsoft MCP, MCSA or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP.

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

Ability to adapt to changes quickly; Self-motivated and self-disciplined, you remain calm under pressure and you are a capable and tenacious problem-solver.

Technical awareness: ability to match resources to technical issues appropriately.

Service awareness of all organisation’s key IT services for which support is being provided.