Field Desktop Support Engineer

Do you have three years recent experience working in an IT service desk? Want to get out and visit customers face to face?

Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference Intercity is a technology solutions partner that isnt all about tech. Its about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses.

We are looking for a Field Desktop Support Engineer to join our team, this role will encompass a range of third line services which include providing advanced technical support to the Desktop Support Engineers as well as providing ongoing service management through lifecycle to closure. The Field Desktop Support Engineer will use Intercity Technologys and other third party systems and processes in the course of executing their role. The role involves working on customer sites based around the UK to complete ad hoc support, projects, migrations, incident management.

As a Field Desktop Support Engineer, you will be responsible for:

• Providing technical support to our customers both onsite and remotely.
• Resolution of full range of technical support issues.
• Be the lead on ITaaS onboarding, effectively managing the project from start to completion.
• Effectively communicate with customers and within the company.
• Provide proactive monitoring and management of services to all customers.
• Be able to work without continuous supervision and be trusted to provide professional support services to Intercitys customers
• To be able to self-educate and attain industry standard IT accreditations.
• Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs.
• Contribute to highest levels of prospect and customer satisfaction.
• Ensure that all company processes, procedures, and standards are adhered to at all times.
• Investigating, diagnosing, and resolving customer issues
• Contributing to helping manage the helpdesk ensuring tickets are handled quickly and to a high standard.
• Execute, manage, and lead our customers through the onboarding technical and support process.
• Support and resolve customer deployment issues.
• Analyse, develop and communicate key onboarding process and technology improvement feedback for onboarding services and entire deployment cycle.
• Provide recommendations for development/improvement of IT services.

Key Skills & Experience:

• Degree or equivalent qualification in an IT related subject
• Microsoft Certifications (MCSA, MCSE or the 2020 equivalents) required
• A minimum of three years recent experience working in a technical help desk or IT service desk, or senior support role.
• Windows 10 Support and Management
• Administration of MS Office 365, MS Exchange, MS SharePoint

Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far:

• Customer Net Promoter Score of +79
• Gold Award Investors in People Accreditation
• 3-star World Class Best Companies accreditation and for 2022:
• The no. 1 best telecoms company to work for
• The 11th best company to work for in the Midlands
• The 30th best mid-sized company to work for in the UK
• Platinum Evo Vadis rating

What we can offer you:

• 23 days holiday, plus a day off for your birthday off (and your 8 days bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days
• Annual pay reviews
• All-company bonus scheme
• Death in service cover
• Employee assistance programme
• Company pension
• Active social calendar
• A strong focus on developing our people

We select candidates with the right skills, experience and values to join us and selection is based on a fair and equal process. Were proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to preemployment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.

If you feel you have the skills and experience to become a Field Desktop Support Engineer, then please click apply for this job today.