Project Description

ITPS is a growing and highly accredited Managed Service Provider (Tier 1 Microsoft and a Cisco Enterprise Security Partner and is NHS HSCN accredited). We own and operate a Tier 3+ 500 rack capacity Data Centre and are well positioned to provide Mid-Market and Corporate clients with a mix of Public and Hybrid Cloud Services, Security, Connectivity and Data Analytics.

Location: Flexible working, home/Office based. Our main office is based in Chester-le-Street, County Durham. There would be occasional travel to our office location and customer sites when necessary.

What we can offer you:

  • Hybrid/flexible working
  • Perkbox membership
  • 24 days annual leave (plus bank holidays)
  • 5% Company pension contribution scheme
  • Onsite canteen area kitted out with a TV and pool table
  • Regular paid for social nights out
  • Individual training & development plans
  • A friendly working environment
  • Company car/car allowance**

The Role:

Our Field Engineer role is a technical role with customer service at the heart of everything we do. You will be working as part of the wider Service Delivery department, in a field-based role providing telephone, email and remote support for external customers within our client base.

This role includes hardware fixes and resolutions to a wide range of various scenarios, including the repair and installation of servers, networked desktop PC’s, printers, peripherals and software. This role is predominantly field based supporting ITPS customers, however there will be periods of time where the role holder will be required to support the wider Service Delivery team. There is an added expectation to support with holiday/sickness cover for ITPS on-site engineers.

Responsibilities:

  • Resolving faults quickly and effectively on a variety of Servers, PC’s, Network Devices, printers and assorted peripherals
  • Attending client sites to carry out hardware or software repairs/fixes
  • An understanding and appreciation of business/client’s priorities
  • Ability to work as part of a team and unsupervised as required
  • Ability to apply a calm and considered approach to all support calls/incidents
  • Liaise with the Service Delivery Team Leader to schedule and diary workload
  • Ensure where necessary that support calls/incidents are followed through to completion and escalate calls where necessary
  • Ensure that the incidents/support calls are constantly updated
  • Carry out hardware site audits
  • Work as a team with your colleagues to discuss/suggest future improvements to the practices and processes used within the helpdesk/field support environment

Essential Criteria:

  • 2+ years’ experience in IT support and customer facing environment
  • UK driving licence
  • Good knowledge of LAN environments
  • Knowledge and experience of all versions of Microsoft Windows clients and server OS’s, including typical day to day issues presented by them
  • Excellent knowledge of PC/Server hardware in order to carry out hardware repairs
  • Understanding of Networking Devices
  • Knowledge of antivirus products
  • Excellent customer service skills

Please submit an up to date CV to recruitment@itps.co.uk if this position sounds of interest to you.