Field Service Deskside Engineer
Field Service Deskside Engineer
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Job Description
What does a day look like for you here
As our Field Service Deskside Engineer you will be working onsite for one of our dedicated customer accounts providing prompt technical diagnosis and resolution for incidents within the deskside queue. In this dynamic role youll use your technical expertise to deliver onsite technical support and maintenance for hardware and software systems. This includes troubleshooting and resolving issues directly at the customer site providing immediate assistance to ensure minimal downtime and operational efficiency.
Resolving calls requires skills beyond those of the Service Desk 1st Line Analyst and the remote capabilities of 2nd line Analysts focusing primarily on the desktop environment. This may involve liaising with subject experts or triaging to another resolver. Whilst resolving issues you will utilise your exceptional customer service skills to quickly solve problems whilst keeping the customer informed at all stages. All incidents and issues are logged and managed in our service management system and youll keep an accurate record of all activity throughout each stage of the process.
As an experienced technical support professional you will use your knowledge and experience to establish clear priorities with our customers endusers validate Service Requests and escalate certain issues to the Service Desk Supervisor or Customer Service Account Manager for P1 or P2 incidents.
Your role will also involve managing service perceptions accurately within our customers user community informing the Service Desk Supervisor of any inaccuracies and reporting and updating any errors or inaccuracies in documented processes or work instructions to ensure appropriate version and release control.
Qualifications :
Knowledge & Skills required for the role:
You will have a diverse range of skills including technical knowledge of desktop environments hardware and software systems which will enable you to swiftly diagnose and resolve even the most complex issues.
Youll also be a customer service superstar ensuring our customer and their end users have a great experience and feel truly supported. Your friendly communication and people skills will make users feel valued and supported throughout the incident resolution process. Your professionalism will be unwavering guaranteeing an objective approach and accurate management of service perceptions within our customers user community. Your keen attention to detail ensures that errors or inaccuracies in documented processes or work instructions are promptly identified reported and rectified maintaining impeccable version control.
Requirements for the role
- SC Clearance Eligibility (Minimum of 5 years UK residential history).
- Previous technical support experience.
- Microsoft Windows 10 Desktop and Office proficiency.
- Knowledge Management article creation experience.
Additional Information :
Additional Information
At Wavenet we offer more than just a job we provide an exceptional environment and a wide range of benefits to support your success from day one. With us youll enjoy a generous starting annual leave allowance private medical coverage discounted health plans an eye care scheme and comprehensive health and wellbeing programs all backed by a dedicated inhouse Wellbeing Team.
We believe in a strong worklife balance rewarding your commitment with an additional day of annual leave each year reaching up to 28 days. Heres a closer look at what we offer:
- Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and officebased working so work fits seamlessly with your life.
- Annual Leave: Begin your journey with 25 days of leave increasing by one day per year up to 28 days our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage discounted health plans virtual GP access an eye care scheme and a comprehensive employee assistance programme all supported by our internal Wellbeing Team.
Ready to join the UKs largest managed service provider
Apply today or contact our friendly Talent Acquisition Team for more information.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
