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IT Field Support Engineer

  • Job reference: AQIT259
  • Location: Trowbridge, Wiltshire
  • Job type: Temporary
  • Area of Expertise: IT
Closes in:
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Job description: I am currently recruiting for an IT Field Engineer to work in Wiltshire.

This role is initially for 3 months and does fall inside IR35.

This role has responsibility for all deskside support activities and perform all the day-to-day maintenance activities for end-user support.

Specific duties and responsibilities include:

* Responsible for the Deskside support of existing services (software and hardware) following a reported incident or service request that cannot be resolved remotely. This will require balancing the competing priorities of existing and evolving business needs, whilst achieving maximum optimisation of application functionality.
* Software issues may be resolved by providing expert technical advice or training to users about specific application functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site-specific modifications, updating system documentation, manipulating data, or defining enhancements - often in close collaboration with multi skilled Engineers and the core support and 3rd level engineers
* Field customer calls from across service lines and locations within Wiltshire Council and Partner sites, troubleshoot, document and resolve IT related issues based on solutions found in the Service Desk knowledge bases and efficiently process service requests, to ensure that corporate IT and communications systems remain functioning as smoothly as possible in line with Business requirements. This requires a broad technical knowledge across ICT.
* Provides support to assist in troubleshooting user/customer related incidents/concerns, escalating calls to the Field Support Team Lead using predefined procedures where the resolution falls outside agreed targets
* Installs and removes software and hardware
* Diagnose and repair hardware faults and computer related peripherals
* Maintains the confidentiality of sensitive data, whether held electronically or in hard copy, and promptly reports all breaches, or potential breaches, of our Information Security Policy to the Information Assurance Team
* All work to be carried out and documented in accordance with required standards, methods and procedures
* Provide advice, support and guidance to the service departments and ICT Project Teams and assist in the smooth transition of new services into support.

Essential Skills:

* Expert knowledge of the desktop related ICT applications and infrastructure
* Must have a minimum of 1 years experience supporting Windows Desktop platforms and/or applications.
* Understanding of the testing techniques used to plan and execute software tests of all application components (functional and non-functional) to verify that the software satisfies specified requirements and to detect error
* Experience of remote / lone working resolving issues independently, with frequent travel
* Proven experience of troubleshooting within a corporate environment

If you are interested in this role, please call Andy at Service Care Solutions on 01772 208958 or email andrew.quinney@servicecare.org.uk