Field Service Engineer

• Experience working for a Managed Services Provider (MSP or MSSP)

• Strong knowledge of Microsoft 365 and broader business IT systems (including Azure, Intune & Autopilot)

• Hands-on experience with ConnectWise Manage or another ITSM tool (ServiceNow / Remedy / Autotask)

• A solid grounding in ITIL-aligned environments, SLAs, Incident Management, Service Request Fulfilment and Change Management

• Sharp troubleshooting instincts and a knack for getting to the root of a problem efficiently

• Genuine team spirit, with the confidence to lead when it counts

• Building and configuring end-user devices; desktops, laptops and tablets to our exacting standards

• Visiting customer sites for installations, desk moves, upgrades and other planned work

• Providing reactive, on-site support for Network, Server and Storage equipment, acting as remote-hands for our Resolver Groups

• Supporting end-users with everyday Desktop, Office and computing queries

• Owning Incidents and Service Requests, running Proactive Checks and basic Event Triage, and resolving issues within agreed parameters, looping in other teams when needed

• Potentially taking ownership of a specific customer or group of customers, becoming their trusted single point of contact and occasionally embedding on-site for longer stretches

• Providing wider support services when working from a Zenzero office

• Helping the team consistently hit its KPIs and SLAs, and keeping our knowledgebase sharp and up to date

• Private health insurance

• Generous holiday allowance + a day off on your birthday

• Flexible working patterns

• Enhanced pension contributions

• Regular social events across all our offices