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As a Field Engineer at A&O IT Group, you will be responsible for providing technical support to our clients. Your primary duties will include receiving and managing incidents, installations, and changes through our incident management system. You will also be responsible for providing real-time accurate feedback on progress and completion, as well as returning all paperwork on time for contracts where required.
Key Responsibilities:
Receive and manage incidents, installations, and changes through the incident management system
Provide real-time accurate feedback on progress and completion
Return all paperwork on time for contracts where required
Provide problem isolation and resolution using diagnostic and analytical troubleshooting
Liaise with A&O and customer helpdesks as necessary
Understand and adhere to all documented company processes and expectations
Manage and apply the specified level of urgency to escalations and requests for information
Assess the severity of a situation and business impact, raising management escalations when required
Attend business meetings out of hours as required
Complete all tasks/activities specified by management to be in line with business requirements
Form part of the shift/standby rota as and when required or requested by A&O management
Requirements:
Ability to communicate at all levels
Valid UK Driving Licence
Ability to remain calm under pressure and work to measured response targets
Proven desk-side support experience
Proven knowledge of Microsoft Windows operating systems
Proven knowledge in supporting Microsoft Office
Proven experience as a hardware engineer in Desktop, Laptop, and printer maintenance/repair
Experience of completing intrusive repairs Multi-Function Printer's (MFP)
Working knowledge of server hardware
Organised, able to manage time and prioritise tasks
Excellent administration skills
Flexible on working hours & overtime
Willing to travel and drive a Luton-style van when required
Good level of fitness required for moving and lifting large MFPs
