Field Engineer Job Vacancies at Cardonet IT Support London

Your Responsibilities

Reporting to the 1st Line Team Leader, you will be responsible for:

• Providing an excellent customer experience at all times.
• Responding efficiently to support requests over a variety of channels.
• Accurately classifying and logging tickets using our internal ticketing system, CSM.
• Accurately keeping tickets up to date, informative and clear on CSM.
• Accurately checking in, checking out and adding time entries to CSM.
• Providing an effective and proactive escalation point for 1st and 2nd Line Support teams and any other channel as directed by management.
• Provide 1st and 2nd line support as and when required.
• Take time to review user and ticket history before attending to any escalated request.
• Deal with Field assigned tickets, providing assistance in person or via phone or email as required.
• Escalating as and when required using internal guidelines.
• Liaising with partners and third parties to resolve customer issues.
• Ensure client communication is prioritised.
• Be the main point of contact for all assigned clients.
• Create reference articles on our internal knowledgebase.
• Conducting personal queue and ticket triage.
• Conducting workshop tasks as assigned by your team leader or manager.
• Carrying out in-house IT support for internal users as and when required.
• Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.).
• Ensuring all alerts from our proactive tools are actioned within agreed targets.
• Undertaking any other duties as requested by the Field Manager, Helpdesk Manager, Operations Director or Managing Partners.
• Participating in our internal development program (Cardonet University, Technical Forum etc.).
• Attending meetings as required.

Your Attributes

We are looking for people who:

• Have previous experience providing field-based IT Support.
• Are comfortable supporting a wide variety of technology, from MS Exchange, Active Directory and Office 365, to virtual environments, networks and storage.
• Have relevant formal qualifications.
• Really enjoy helping others and providing superb customer service.
• Are confident, clear communicators.
• Are open, honest and reliable.
• Can work calmly in a busy, fast-paced environment.
• Are superb team members with a positive 'can do' attitude.
• Would like to progress and develop their IT career further.
• Ideally have a full and valid drivers license.
• Can ensure a clear DBS check.

The Location

We offer positions in London and the Midlands.

The Package

We offer a very competitive package that includes benefits such as:

• 45 hours of work a week.
• A salary that is dependent on your experience.
• 28 days annual leave, including public holidays.
• Extensive training and development opportunities.
• The chance to take part in our weekly yoga sessions.
• Access to the beer fridge every Friday.
• A host of additional perks and rewards.