[ref. q9822801] IT Field Service Engineer

A quick look at the role

The IT Field Service Engineer will interact directly with end users, providing timely and effective solutions, and ensuring customer satisfaction.

• Receive, scope and accurately log, then process each user ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and technical support to provide first line ticket resolution or escalation
• For each ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
• Where an issue or request cannot be completed remotely, engage site contacts to schedule attendance. Travel to customer locations to diagnose, troubleshoot, and repair IT systems, hardware, software, and networks.
• Where a ticket cannot be resolved remotely or onsite, ensure that it is assigned to correct resolution group, with clear, concise and detailed information recorded on the individual ticket, to enable efficient call management and resolution within SLA.
• Install, configure, and maintain a variety of IT equipment, including desktops, laptops, servers, printers, and networking devices (routers, switches, etc.).
• Engage in the IT Asset Management process to ensure that IT hardware is tracked, managed and accounted for via the designed method.
• Maintain accurate records of all service activities, including diagnostics, repairs, parts used, and time spent on site. Update and maintain service-related documentation and databases for tracking user requests, resolutions, and follow-up actions.
• Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed services level agreements by owning tickets and ensuring the user is kept fully updated throughout its lifecycle
• Utilise and update available Knowledge Base articles to maximise the speed of resolution and improve customer satisfaction.
• Proactively carry out call management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching SLA as well as managing expectations to reduce escalations and escalate in line with operating procedures where required.

• 2 years experience as a Field Service Engineer
• Experience supporting Office365 applications and IT Hardware break fix
• Experience with IT Service Management toolsets
• Experience with networking equipment and patching

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At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,000+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull.

We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you’ll find us championing diversity and equality at every turn.