Field Services Engineer, Bristol, Southwest Region

United Kingdom
Permanent / Full Time

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29th April, 2024

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Field Services Engineer, Southwest
ESP Global Services are currently recruiting a Field Services Engineer to join our team in the Southwest. We are a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7.

Working as the Field Services Engineer you will represent ESP in providing 1st and 2nd line support for both hardware and software issues for all customer contracts located within your assigned region. Primarily covering the Southwest and occasionally sites across other regions of the UK.

We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service.

A snapshot of what you will be doing:

  • Provide desktop support including troubleshooting basic hardware and standard software operating system issues and problems.
  • Providing holiday cover and support into our busy Airport locations adapting to working a variable shift pattern.
  • Install and troubleshoot desktops, printers, laptop and other computer peripherals, hardware problems as well as desktop applications.
  • Perform computer “Break / Fix” support and installation, add, move or change requirements for peripherals and device drivers.
  • Perform desk-side support including basic administration of Operating Systems and common off the shelf software systems.
  • Complete all assigned calls with professionalism and technical expertise, providing quality customer service and support for designated equipment.
  • Monitor assigned service calls to ensure quality and service level goals are achieved in a timely manner.
  • Complete all administrative duties including updating of tickets in ESP’s or Customer’s call management system.
  • Escalate problems to the appropriate next level of support when necessary.
  • This role will be working Monday – Friday 9am-5:30pm (potential weekend working required on an ad hoc basis)

What are we looking for?

  • Proficiency in installing, upgrading, building, repairing, configuring, troubleshooting, diagnosing and preventative maintenance. 
  • Up to 2 years’ direct PC and laptop hardware service experience.  Proficiency in desktop support including knowledge of current operating systems. 
  • Basic knowledge of enterprise LAN and WAN setups and concepts, DNS, DHCP, VPN and RDP.
  • May be able to carry out complex or more difficult service tasks with detailed script and technical assistance. 
  • Able to work in various locations at short notice.
  • Flexibility to work days and night shifts across a 12-hour shift, as we support airports 24/7.
  • Good written and oral communications skills with customers and management.
  • Strong customer service ethos.
  • 5 years UK working or educational history which can be referenced for airside clearance checks.

ESP offers a basic salary up to £26,000 – £28,000 + company vehicle + mileage + on call allowance + pension, life assurance and access to ongoing training and career development.

On call is paid at £20 per day in addition to basic salary. On call applies 1 in every 4 weeks to provide out of hours coverage.

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

ESP is an equal opportunity employer.

Next Steps

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