Managed Services Desktop Field Engineer

Responsibilities

• Progress Incident/Change/Problem tickets via Service Now in an MSP environment adhering to SLA's, OLA's & KPI's
• Provide 1st and 2nd Line remote desktop support to Exponential-e customers with occasional customer site visits.
• Provide the highest standard of customer service promoting NPS feedback.
• Primarily responsible for managing and owning support tickets and driving customer issues through to resolution. Respond to support calls as assigned within Service Level Agreements.
• Work as a team to deliver timely resolution to customer requests from telephone and email.
• Maintain an understanding of the internal escalation process.
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in the organization.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Setup, configure, maintain and administer desktop computers and kommenden peripherals and test network connections.
• Perform physical workstation and peripheral relocations.
• Perform general preventative maintenance tasks on computers, laptops, printers.
• Manage access via Active Directory and M365 (account provisioning, revocation, password resets).
• buy to escalat issues and involve the Service Desk wherever required to resolve issues as quickly as possible.
• Field engineer expectation to cover onsite support from customer offices, alternatively get assigned to a dedicated customer.

• Experience in managing/troubleshooting Windows Desktop Operating Systems & Apple Operating Systems
• Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop technologies
• Previous experience as an end‑user support engineer, or similar role.
• Experience in using an ITIL based ticketing system and change management (ITIL foundation preferred)
• Experience provisioning desktop, laptops, tablets, mobile devices, and printers.
• An analytical mind and strong problem‑solving ability.
• Troubleshooting experience with Virtual Desktops.
• General maintenance tasks to protect end‑user devices using anti‑virus tools.
• Knowledge of networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP).
• Desired skills in Microsoft System Center Configuration Manager, Intune, 365, Power Shell, Teams Calling (TCaaS) and SharePoint.
• Applicants ideally possess MCP, MCSA, MCSE or VCP certification.
• Experience in remote support, troubleshooting and investigating home user setups.
• Knowledge of networking (LAN, WAN, DHCP, VPN, DNS, MFA).

Founded in 2002, Exponential‑e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading‑edge technologyihanna delivering profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our groundbreaking approach, a truly world‑class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

The overall purpose of this role is to act as a representative of Exponential‑e and provide a world‑class level of customer service. Our people are what makes Exponential‑e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey would recommend a friend to work for our organisation.

Learning and development are fundamental to daily life at Exponential‑e. From their first day at the company, everyone is provided ample opportunities to develop skills and broaden horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape. Exponential‑e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity.

The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilized, and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.