The Field Services Engineer will provide 1st and 2nd Line on-site support following Publicis Re:Sources UK IT operating procedures and processes.
- Configure, deploy, troubleshoot and support PCs and Macs to Publicis Re:Sources UK standards
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Use remote solution Bomgar to apply software upgrades, system changes and amendments
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Install, configure, and maintain hardware components as required
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Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of these issues and classify their level, priority, and nature
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Document procedures, standards, best practices configurations, settings, installation sequences and roll back instructions
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Maintain computer, telephone and audio-visual equipment in the agency meeting rooms
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Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment according to Publicis Re:Sources UK standards
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Provide ad-hoc basic IT user training as required
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Review open calls (Incidents and Requests) and action them in order of priority
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Update Incidents and Requests (within the ServiceNow Service Management tool) with relevant actions to keep the users and others informed of call progress
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Escalate issues and involve other Field Service Engineers wherever required to resolve issues as quickly as possible
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Ensure that assets are correctly updated and in the correct status in Service Now
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Liaise with other teams when required to fix technical issues
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Act as 1st and 2nd line on-site support for agency users. Liaise with Service Desk, Field Service Engineer Team, Service Delivery Managers, Infrastructure Team, 3rd Party vendors, Groupe IT Teams
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Minimum 1 year of experience in a similar position
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Proficiency in English at a level that allows written and verbal communication with non-native users and technical support abroad
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Good knowledge of Windows 7/10 technologies
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Good knowledge of MS Office applications
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Practical knowledge of basic concepts in computer networking
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Knowledge of computer hardware operation and servicing
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Focus on efficiently completing assigned tasks
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Timely handling of requests
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Willingness to continuously improve qualifications and personal development
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Passion for IT, new technologies and a willingness to learn
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Embraces creativity, innovation and is open to new ideas.
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Ability to clearly articulate solutions and suggestions to others
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Works cooperatively and flexibly with other members of the team.
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Adapts well to and is energised by change whilst maintaining focus on key business goals and personal objectives.
