IT Field Engineer

Title: IT Field Engineer

Location: Travelling to various client locations (Brighton-based company)

Driving Licence: A full UK driving license is required

Trident, a leading MSP (Managed Service Provider) based in the Southeast, seeks a driven and dynamic professional to join our team as an IT Field Engineer.

We seek a passionate individual to join our team looking to progress their expertise and knowledge. As an IT Field Engineer, you will be traveling to our client’s site as well as working remotely from our offices, providing outstanding customer service. This role requires a combination of expert technical expertise, problem-solving skills, and effective communication. A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.

Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team's expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship.

The IT Field Engineer’s core responsibilities within the designated department are:

• Travel to designated client sites to provide technical services for both project and helpdesk.
• Setting up new equipment and upgrading existing systems (i.e., remotely and physically configuring new PCs/Laptops, managing network printers, server installation or identifying network connectivity issues).
• Providing end-to-end support, ownership, and resolution technical service remotely and onsite in line with Trident’s SLA’s/KPI’s.
• Identifying potential escalations and proactively alerting management as needed.
• Providing and running training on new systems to end users.
• Creating and updating training and internal documentation.
• Troubleshoot and resolve hardware, software, and network issues.
• Providing regular updates to clients on the progress of their tickets.
• Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.
• On-budget, successful, and profitable delivery of an “exceptional customer experience”.

Qualifications and Skills - The successful candidate will require experience working with the following technologies:

• Microsoft Windows desktop & Mac operating systems and other common applications.
• Microsoft Windows Server operating systems (including AD, DNS, DHCP, Group Policy, etc.).
• Microsoft 365 administration and support, including Exchange Online, SharePoint Online, Teams and OneDrive.
• Microsoft Azure administration and support.
• Virtualisation technologies, including VMware and Microsoft Hyper-V.
• Networking principles including VLAN’s, LAGS, VPN's and routing.
• Firewall products such as SonicWALL, PaloAlto, Fortinet and WatchGuard.
• Backup & disaster recovery solutions such as StorageCraft, Veeam and N-Able, etc.
• A flair for troubleshooting, communication, and exceptional customer service.
• Excellent communication skills, both written and verbal.
• Be flexible and adaptable to situations and changing requirements.
• Excellent task and time management.
• MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification.

The successful candidate will be mentored and will be placed on a training path that will help you to advance your skills further and gain industry-recognised qualifications.

Benefits:

• Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days + bank holidays).
• Access 7,000+ hours of on-demand IT courses, practice tests and virtual labs.
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• ‘Cycle to Work’ scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
• “Smart casual” dress code with dress down Friday raising money for the local charities.
• Regular social and team-building events.
• ‘Refer a friend’ recruitment bonus scheme.

Note: Please be aware that you must have the right to work in the UK.