Service Desk - Field Engineer

Role: Service Desk - Field Engineer

Location: Home based / London / Hemel Hempstead / Client sites

Salary: up to £42,500 + benefits

About Charles Square

Charles Square (CSq) are experienced and trust IT specialists to the financial sector worldwide.

CSq offer Enterprise 24x7x365 Support, Consultancy and Procurement, delivering solutions that set a high bar on reliability, security, and customer experience.

As a young agile company and a Microsoft Gold Partner, we fully embrace the cloud and are recognised leaders in the financial sector in helping companies transform and innovate. We specialise in the successful deployment of technologies in security focused regulated businesses.

Role Outline

For this role we are looking for a Service Desk - Field Engineer based in the London area with a wide range of skills from desktop, server and cloud support. You will be passionate about technology, troubleshooting, learning, and providing guidance and knowledge transfer to your colleagues.

The role will be mainly based on client sites, when not on site you will support the service desk team. You will need to be within commutable distance of central London.

What you will need to succeed

Key Responsibilities:

• For this role we are looking for someone with previous experience in an IT Solution Provider or MSP environment.
• Experience supporting and troubleshooting complex environments.
• A passion to play with technology and understand how things work.
• Ability to work in a fast-paced environment and manage competing priorities.
• Ability to self-manage tasks and accept guidance and positive criticism.
• You will have excellent client service skills, experience in taking calls professionally, dealing with time critical issues efficiently as well as being enthusiastic about expanding your technical knowledge.

Required Skills

• Minimum 2 years' experience in a 2nd Line role within a service desk or support environment.
• At least 1 year's experience as a Field Engineer working on multiple customer sites.
• Good knowledge of Azure, Microsoft Office, Windows Server, Virtual environments, MS Windows, Networking (LAN, WAN, VPN and Wireless), Active Directory, Antivirus.
• Cloud hosted O365 skills required.
• MS Exchange and Outlook management skills required.
• Knowledge of data backups and schedules including Veeam and Cloud hosted services.
• Demonstrated PC hardware/software trouble-shooting skills.
• Excellent team player.
• Excellent communication and interpersonal skills; professional telephone demeanour.
• Strong customer service skills and attention to detail.
• Ability to work under pressure and good organisational skills.

Main Duties

• To travel to various customer sites when required to complete onsite support. This may be more regular or on an ad-hoc basis.
• To liaise with and build strong working relationships with stakeholders.
• To be an ambassador for the company to maintain and enhance the reputation of the company.
• To record all calls to ensure accurate information about the client's systems is maintained and available to other support personnel and account managers.
• When not on a customer site to provide service support via phone call/email.
• Escalate issues in line with guidance.
• To have a flexible approach and attitude.
• To work with other support staff to build knowledge and skills pertinent to the sites supported.

Company Benefits

• 31 days annual leave (Based on role)
• Shift and onsite incentives
• Overtime income
• Pension
• Health Shield (Cash Plan)
• CSq Benefit Hub
• Shop St.
• Cinema Tickets
• Gym Membership
• Training
• Social Events
• Cycle to work scheme
• Electric leased car scheme
• Access to discounted Hardware and Software