IT Field Service Engineer - Hope Works & South

Department: Information Technology Services

Employment Type: Permanent - Full Time

Location: Hope Cement Works, Derbyshire

Description

Key Responsibilities

• Produce and maintain relevant technical documentation for Services within Workplace Services.
• Proactively monitor systems and networks to identify potential issues.
• Application support and software installation.
• Talking users through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Assist fellow engineers with more complex tasks such as cabling
• Replace faulty equipment as required.
• Respond within agreed time limits to call-outs.
• Work continuously on assigned tasks/helpdesk tickets to completion (or referral to third parties, if appropriate) within agreed SLAs.
• Support the roll-out of new applications, sites or decommissioning of sites as applicable.
• Proactively support company compliance to Health and Safety legislation through adherence to company polices, processes and practices.
• Work closely with all members of the BTS team across the group when required.
• Undertake any other activity as reasonably requested by management.

Skills, Knowledge & Expertise

• In depth knowledge and experience of Desktops, Laptops.
• Experience of Windows 10 and Windows 11.
• Office365 management and maintenance.
• Application support and software installs.
• Knowledge of servers, Networks LAN/WAN, including cloud hosted solutions.
• Knowledge of tablet/mobile phone support with both IOS and Android software.
• Knowledge of MDT (Microsoft Deployment Tools) for building laptops and desktops
• Knowledge of firewalls, proxies, and antivirus software.
• Ability to prioritise workload, be flexible in approach to problems and use own initiative to achieve results.
• Excellent communications skills, ability to communicate at all levels with professionalism, confidence, empathy and effectiveness.
• Take ownership and follow the lifecycle of each incident to ensure the correct resolution and monitor the outcome for effectiveness.
• Excellent team player 

• Knowledge, experience, or qualification of the ITIL V4 Foundation qualification, its practices, processes, and framework.
• Knowledge of Sophos Antivirus software, Mimecast, PDQ, Logitech, and PowerShell.
• Knowledge or experience of the Excalibur software program.
• Knowledge of ManageEngine ServiceDesk Plus ticket logging system.

• The role is a field role so the postholder is required to be out on the road most of the time and as such, will need to hold a full UK/EU driving license.
• Due to the changing nature of the systems, we work with as well as the product range we operate with the postholder must be flexible in their approach to work/tasks and manage their work schedule accordingly.
• With this being a customer facing role delivering a service to our colleagues, the postholder is required to have a “can-do”, positive/solution focused attitude and offer the highest level of customer service.
• Due to issues arising without notice, the postholder must be prepared to visit any sites across the group at short notice.
• As our business operates 24/7, there may be requirements to travel to and from sites either early or late in the day.
• Due to the geographic spread of our sites, there may be occasions where the distance to travel to and from the site(s) within the day is deemed unsafe from a health and wellbeing perspective, and therefore the postholder may be required to stay away from home on occasion.

Job Benefits

• Car Allowance 
• 25 days holiday plus bank holidays 
• Contributory Pension Scheme 
• Free on-site Parking 
• Holiday Buy Scheme 
• Volunteer Scheme 
• Share Save Scheme 
• Life Assurance 
• Enhanced Maternity, Adoption & Paternity Scheme 
• Health & Wellbeing Initiatives 
• Discount Scheme