Field Service Engineer

About Kocho

We believe specialist UK firms deserve the same level of service they would give their own clients. We know that clients want expertise, a service they can rely on and intimate support from a named individual who knows their business. Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve their goals and our thirst for understanding how technology improves business are what make us successful.

With us it’s Personal!

Here is the role:

Our Field Services Engineers always projects a customer first mindset, serving all our users as a VIP; exhibiting an attitude of service excellence to our clients is imperative. Our engineers have a passion for delivering an excellent client experience with impeccable attention to detail, whilst building and maintaining a positive and professional relationship with our clients at all levels of their organisation. Our Engineers understand that when they are on a client site they are committed exclusively to that client, demonstrating knowledge, and understanding of our client’s needs, constantly looking to remove issues whilst making recommendations for a better IT experience, when identified. Exuding a sense of urgency and professionalism to assist users in a personal manner is how we define client excellence, whilst always being a proud representative of Kocho, promoting our business and our team.

The Field Services Engineer role consists of managing incidents and requests, either face to face or over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met. If contracts with clients expire you will be brought back into the team to support other Onsite Support requirements.

This is what we need from you:

• Provide 1st/2nd line support for all clients where assigned, either over the phone utilising remote troubleshooting tools and techniques, or face to face on client site interacting directly with the customer when necessary.

• Respond to alerts if required, including testing, and troubleshooting. Provide detailed information on the nature of issues encountered.

• Complete initial diagnosis of all incidents, and either resolve to the customers satisfaction using documented procedures and processes or escalate to 3rd line.

• Lead by example to set the technical standards of the Company, actively promoting outstanding customer support.

• Support for physical/virtual servers, network and security systems, desktop environments, remote access and mobility solutions, telephony, and business applications, where this is part of the support contract.

• Communicate with clients in a courteous, efficient, effective, and professional manner, keeping them updated and always informed.

• Have a clear and detailed understanding of how technology relates to business strategies and goals.

• Assist in ensuring that all service agreements, delivery promises, and performance standards are met, and client’s expectations are managed.

• Will be expected to manage stock, building endpoint devices as well as other kit as and when needed.

• Provide cover for onsite engineers when and where necessary, ensuring work is carried out on a BAU basis.

• When not travelling or onsite for customers, engineer will manage incidents remotely for clients’ issues and requests.

• Maintain computer systems.

• Replace parts as required.

• Guide employees or clients through a series of actions to help set-up systems and resolve issues.

• Keep computer systems running smoothing and ensure users get the maximum benefits from them.

• Install and configure hardware, operating systems and applications.

Would be great if you have:

• A good level of experience in the IT industry, with any experience in the Financial /MSP sector preferable.

• VIP Support, Hedge Fund/Asset Management/Wealth Management Onsite Support experience.

• AD/Group Policy – Intermediate (Comprehensive experience utilising AZ900 guidelines/training).

• MS365/Exchange – Intermediate (Comprehensive experience utilising MS900/AZ900 guidelines/training).

• Windows Troubleshooting Skills – Expert (Comptia A+, Comprehensive experience utilising MS900 guidelines/training).

• Hardware Laptop Troubleshooting Skills - Intermediate (Comptia A+, Comprehensive experience utilising MS900 guidelines/training).

• Mobile Phone Management (Endpoint Manager) – Intermediate (Comprehensive experience utilising AZ900 guidelines/training).

• Audio Visual Equipment – Intermediate (Comprehensive experience required).

• Application Management (MS Office/Adobe Acrobat/Creative Cloud/VPN) – Intermediate (Comprehensive experience required).

• Windows Deployment (Intune/Azure, SCCM, MDT/Win 10) – Intermediate (Comprehensive experience utilising AZ900 guidelines/training).

You're already great with:

• Audio Visual Equipment – Logitech, Cisco, Teams, Zoom.

• Anti-Virus Experience/Portal Navigation.

• Mac OS Experience.

• Network Troubleshooting Skills – Basic.

• Bloomberg Terminal – Basic.

• Bitlocker Setup – Basic.

• Desktop Phone Troubleshooting and Setup.

• Sharepoint – Basic.

• Powershell -Basic.

We also need you to have:

• A passion to work in Information Technology deliver excellent client experience.

• Learns new technologies quickly and is eager to develop on skills.

• Excellent written and verbal communication skills, with the ability to explain technical issues to non- technical staff at all levels of an organisation.

• Ability to prepare, present and share knowledge with colleagues and clients.

• Software and hardware troubleshooting skills.

• Highly capable with problem-solving abilities.

• Works well under pressure, in fast-paced environment,

• A professional attitude always, with exceptional work ethic.

• Excellent relationship building skills, client facing, personable, patient.

• Thorough attention to detail.

• Prides self on client excellence.

• Team player.