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Field Service Engineer
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Primary Purpose of the Role
The Field Service Engineer provides technical support and advice to users across multiple sites, platforms and technologies. S/he will also be responsible for completing maintenance days, managed days and implementing IT projects for our clients. S/he will respond to escalations requiring onsite support to resolve issues on customer sites.
The postholder reports to the Head of Technical Solutions on a day-to-day basis.
Key Accountabilities
- Working across teams and closely with our customers, promote and deliver high quality technical support.
- Responding to and resolving technical issues for our customers both remotely and onsite as required.
- Completing remote and onsite recurring maintenance checks.
- Working on customer sites for managed days.
- Manage set-up activities for small to medium scale deployments/projects.
- Ensure changes and enhancements are carried out to the required standard and on time.
- Always maintain clear and efficient communication with management and customers.
- Achieve KPI’s for each of the services delivered.
- Maintain effective internal and external relationships with vendors, customers and service providers.
- Develop, review and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages.
- Research and test new product offerings which may become part of our service offerings.
- Escalating issues to management as appropriate.
Education & Training
- Maintain continuous personal development and participate in team-based development, education, training and learning.
- Induction and training for assigned staff as required to maximise skill resources, (to include work place placements where applicable).
The above is not intended to be a full list of all duties involved and consequently, you may be required to perform other appropriate duties assigned to you from time to time.
Essential Requirements
- Relevant third level degree and/or minimum 2-3 years industry experience in a similar role.
- A strong working knowledge of Microsoft 365, Azure, SharePoint, Teams and Microsoft 365 Security and Compliance is essential for this role.
- Full Clean Drivers License.
- Technical Knowledge of the following:
· Microsoft 365
o Azure
o Azure AD
o Exchange Online
o SharePoint / OneDrive
o Teams
o Intune
o M365 Security & Compliance
· Virtualisation – Hyper V & VMware.
· Storage Area Networks (SAN’s).
· Disaster Recovery, including Datto BCDR and Azure Site Recovery or equivalents.
· MS Windows Server: 2008, 2012, 2016, 2019, 2022
o Domain Controller Setup.
o Active Directory Administration.
o Group Policy Management.
o DHCP & DNS Management.
o AD Domain Migrations.
o Remote Desktop Server configurations.
o SQL Server setups.
· MS Exchange 2010 and above.
· Windows 7, 10, 11.
· Networking
o Managed Switches.
o VLAN’s.
o Wireless Access Points, stand alone, mesh.
o Routers / Bridging.
· Security
o Firewalls such as SonicWall, Fortinet, Cisco, other.
o Spam Filtering.
o Web Filtering.
o Endpoint protection such as Bitdefender,
o Security best practices
· Backup setups such as ArcServe, Veeam, Symantec, CommVault, Azure Backup.