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Field Support - SW19

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Field Support Engineer

1st Line, 2nd Line, Infrastructure, Network, Software

£25,000 plus £4,000 car allowance & benefits

South West London

The Field Support Engineer is vital to the success of our Service business and indeed our customers within your geographic territory and will be responsible for the provision of field-based support for all Managed Service contracts.

Support Engineers need a strong customer focus, with a proactive approach to service delivery. The role’s focus is to ensure that all support incidents are managed and progressed to resolution. This is to be done whilst ensuring customers are regularly updated of progress and that incidents are resolved in line with their service level agreement deadlines.

Role Responsibilities:

  • Management of single and multi-server networks installed at various customer sites throughout the UK.
  • Respond to incidents logged by the customer.
  • Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the service level agreement. This will include computers, servers, peripherals and Cloud based applications.
  • Ensure that all systems, change request forms, service call etc., used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes.
  • Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved; proactive maintenance and change implementation objectives are met.
  • Proactively investigate elements of the network that are not covered by automated proactive monitoring.
  • Carry out actions as a result of tactical and strategic change requests made by the customer.

Essential Criteria:

  • 1st /2nd line IT support & implementation experience including MS Server 2008/2012/2016, Windows 7/8/10 Operating Systems and MS Office 2010 through to 2016.
  • 1st/2nd line support for Active Directory, Group Policies, DNS, DHCP & WINS.
  • 1st line support of network infrastructure, VMware, Citrix, Apple, Google & archiving solutions.
  • Strong multitasking & problem-solving abilities. Excellent communication, customer handling and inter-personal skills, via phone, face to face and other remote access methods.
  • Strong planning, organising and prioritising abilities. Customer focused. Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery Flexible to visit other schools within the region as and when required.


  • 25 Days Annual Leave (option to buy an extra 5 days)
  • Performance Related Bonus Scheme
  • Group Personal Pension
  • Private Medical Healthcare
  • Income Protection
  • Life Assurance

All vacancies are advertised as equally available to all working patterns and are not restricted to full time working unless there is a strong business justification.

Salaries are given on a full time basis and will be adjusted for those working less than full time.

Job reference:
£4,000 Cash Car Allowance
Immediate start
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