IT Field Engineer

Job title: IT Field Engineer

Location: London (All clients based within the M25)

Onsite: Yes - 5 days a week (Monday - Friday)

Salary: £35k + 10% bonus

Duration: Permanent

About the role:

Our customer is looking for an experienced engineer to provide customer support directly at customers sites. You will be mainly based in our London office but travel, as and when needed, to various customer sites (in London) to support users and key stakeholders in resolving technical problems.

While technical skills are important to be able to resolve technical problems, to be successful in this role you will also demonstrate strong customer-facing attributes, such as active listening, empathy, adaptability, patience, problem-solving, and a positive attitude. This is imperative to ensure positive interaction and build strong relationships with clients.

Responsibilities

Customer onsite support

• Prepare for site visits; ensure you have a clear and communicated plan for each visit
• Conduct onsite audits and assessments
• Provide technical support to users onsite within the scope. Escalate out of scope cases to the line manager for assessment.
• Maintain active communication throughout site visits with the main point of contact
• Create site visit reports highlighting work completed and any identified actions for the next visit

Technical delivery:

• Configuration and support of a range of technology, including but not limited to:
• Support of Windows, M365
• Deployment of endpoints through Intune AutoPilot and SCCM
• Support and troubleshooting of Active Directory and domain services
• Exchange Online and Mimecast
• Hardware support of network, desktops, laptops, mobiles, printers and peripheral devices
• Software support across the line of business applications, M365, and SAAS platforms
• Provide assistance, alongside other teams, with the project delivery of new and enhanced services

Processes:

• Efficiently progress tickets within the ITSM platform in the delivery of incident resolution, problem management, and request tickets
• Capture and maintain configuration items in the ITSM, SharePoint environments, and RMM tools
• Record all time spent and capture detailed ticket notes in the ITSM platform
• Follow existing and create new detailed procedure documentation when required, and peer review procedures created by other members of the team
• Keep documentation up to date when any changes are made to services
• Complete time and expense reporting requirements

Team Collaboration:

• Engage with the customer's IT teams in delivering IT-managed services
• Collaborate with the wider team members to drive service desk tickets through to resolution
• Lead by example; promote a supportive and respectful working environment, maintain excellent communication and outstanding customer service skills, both over the phone and in person.

Qualification, experience, and skills:

• At least one of the following Microsoft accreditations: MS-102, MD-102, MS-700, AZ-104, AZ-140 or AZ-700
• Previous experience of delivering IT support to senior VIPs and administrators in person (working at the customer site and comfortable with travelling to multiple sites during the week)
• Excellent knowledge of Windows deployment and support
• Hands-on experience with Intune and SCCM
• Experience M365, Azure and mobile device management
• Knowledge of network troubleshooting, firewalls, Wi-Fi and mobile devices
• Fluent English

What we offer in return:

• Basic salary plus performance bonus
• 34 days of annual leave (incl. 8 UK bank holidays and a day off on your birthday)
• Incentives for achieving Microsoft accreditations
• Enhanced family-friendly benefit schemes including company sick pay
• Sponsored training and development and where applicable to the role, a technical exams incentive scheme
• Private medical insurance and Employee Assistance Programme
• Income protection and life insurance
• Company Pension scheme

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'.

We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.

If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.