Field Service Specialist

Job title: Field Service Specialist

Location: Belfast UK

Duration: 6 month contract with Inside IR35

Field Service Specialist Job Description

JOB SUMMARY

As a member of the Field Services team the candidate will provide onsite IT support with very good customer service technical expertise and timeliness in a client/3rd party environment. This position has frequent contact with users peers and managers primarily face to face as deskside support for service requests and onsite incident resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide smarthands support to other IT teams including but not limited to Audio Visual Network Server and print services.

Prerequisites for all candidates:

1) Minimum five years experience in a deskside / field services / site support role

2) Good standard of spoken and written English

3) Experience of working with European or USbased multinational corporations preferably financial services

4) Minimum experience 5 years in field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)

5) Eligible to work in the target country

6) Must be prepared to work 5 days per week onsite (not remote)

7) Participate in shift rotas (office hours) and oncall rota (out of hours)

8) Must be prepared to join rota to cover public holidays when required

Essential Duties and Responsibilities

Researches resolves and responds to complex questions received via telephone calls or escalations and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

Acquires and maintains knowledge of relevant product offerings current support policies and methods of support delivery in order to provide technically accurate solutions to users.

Develops and provides technical coaching and mentoring to other desktop services staff and company associates

Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction

Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment

Participate in team projects as requested (upgrades/rollouts)

Use of IT ticketing systems to respond to end user issues

Videoconferencing experience including operation call setup and equipment

Smarthands support to 3rd line remote teams

Technical Skills and Personal Abilities

Strong analytical and troubleshooting skills

PC hardware troubleshooting (Dell/HP/Lenovo)

MS Windows build and support

Apple Mac build and support is an advantage

Software installation/troubleshooting

Experience performing technology refreshes

Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair

Experience in working with third party client managed mobile applications

Asset tracking – Weekly tracking of New/Deployed Asset Lost/Stolen Assets

Stock room management

Basic support inVideo conferencing equipment

Hands on experience in serverside workstation maintenance like upgrading and patching activities.

Basic Knowledge of Network & Telephony Support

Demonstrate initiative and act independently to resolve problems

Ability to work with customers and achieve successful outcomes in handling difficult situations

High level of personal integrity with accountability for results

Customer focused – Customer is #1 attitude

Detail oriented

Education / Expertise

Technical degree (BSc or MSc)

Minimum 5 years of experience in hardware software and basic network troubleshooting in a Deskside/Field Service support environment.

Technical Certification will be an added advantage