Field Services Engineer

Job title: Field Services Engineer

Location: Customer site located in North East London

Hours: Monday to Friday, 37.5 hours per week

Salary: Up to £38k + Benefits

About BCN:

BCN is a leading managed IT services provider based in the United Kingdom. We specialise in delivering technology solutions to businesses across various sectors. Our services include cloud computing, cybersecurity, data management, and more.

We have an open culture where collaboration, inclusion and close working with the leadership team is essential – we work together & we win together!

Focus of the role:

• Customer Service, building on client relations and providing quality technical support.
• Being the ‘Primary Technical Contact’ for some clients, providing support to the end users. Working with the Field Services Manager in maintaining clients’ IT infrastructure whilst performing regular checks and audits. Also, a point of escalation for Service Desk Engineers.

Responsibilities:

• Regular client site visits to support any technical related issues.
• 3rd Party technical point of contact for raising cases and escalations.
• Interact with clients daily over the phone and face-to-face, log tickets on their behalf gathering as much technical information as possible.
• Support and troubleshoot end user requests and incidents ensuring tickets are escalated within quickly and efficiently to minimize client service impact.
• Proactively support clients’ local and offsite backups.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Responsible for completing and documenting regular client site reviews and operational checks.
• Communication with customers and Account Manager as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Why BCN?

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy
• Competitive salary and the ability to progress
• Enhanced holiday allowance increasing with length of service, plus bank holidays, we even give you the day off if you’re working to celebrate your birthday
• Did we mention holidays? Yes we did, but you will also have the option to buy more
• Hybrid working policy – your wellbeing matters to us
• Company pension scheme
• 6-months of full pay during maternity leave – subject to length of service
• 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us
• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more
• Life assurance
• Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts
• State-of-the-art office with free parking
• Balancing work, life, and fitness can be challenging, so we offer a free 24-hour on-site gym at our Manchester and Leeds locations to make it easier to stay active
• Long service gifts to celebrate all the milestones
• “Teach the Techie” sessions ran by our very own experts, where team members can share knowledge, learn new skills, and stay updated on the latest industry trends
• Beer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots lots more.

Person, Skills & Experience:

Experience in implementing and supporting solutions in a small to mid-size business environment using the following technologies:

• Mac OS
• Microsoft OS and Applications (Windows 10, 11, Office 365)
• Microsoft Server (2016, 2019, Exchange)
• Active Directory Administration
• Virtualization (VMWare, Hyper-V, Citrix)
• Microsoft Cloud Technologies (O365, Azure, Teams, SharePoint, etc.)
• Backup, Disaster Recover and Business Continuity Solutions (Azure, Veeam, Zerto).
• Implementing customer specific applications while dealing with 3rd party software companies.
• Cabling infrastructure (patching, rack installations, etc.)
• Firewalls and network security (preferably SonicWALL, FortiGate or Cisco)
• Wireless Access Solutions (Cisco Meraki, Sonicpoints)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Professional IT certifications (such as Mac OS, Microsoft Associate, Expert or Speciality)
• Good interpersonal skills (such as telephony, communication, active listening and customer-care)
• Strong diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Service awareness of all organization’s key IT services where support is required.
• Good understanding of support tools, techniques, and how technology is used to provide IT services.
• Strong typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment
• Strong organisational skills
• Good customer service skills
• Attention to detail

Unfortunately this role does not qualify for UK sponsorship.