Job Description

Overview
The Field Engineer will provide 1st, 2nd and some 3rd line support to all of our customers. The successful candidate will have a pro-active attitude and an aptitude for working with applications/systems to undertake the correct analysis, prioritisation and diagnosis, leading to the swift resolution of every issue raised. Ensuring that the customer is kept informed and advised will also be important. Though this role will be field based, they will also provide remote access support. There will be some administrative duties and tasks to be undertaken by this role
Responsibilities
Key responsibilities:

• To act as the main point of contact for central IT (helpdesk, infrastructure, management) for all issues and requests that require physical attendance and cannot be dealt with remotely and to take responsibility for the availability of key local services:

• LAN
• Telephony
• Desktop support
• Printers
• Meeting room equipment
• Receiving of logged incidents or requests from the Service Desk and dealing with these accordingly
• To supplement the helpdesk team by being an available agent on the helpdesk when not attending to issues that require physical attendance, implementing remote fixes and delivering remote support
• Management of local consumable stocks
• Work closely with central teams to ensure a high level of service is maintained
• To prioritise all incidents correctly so that those of a greater impact to the business are dealt with first
• Identify trends and create Problem Records to resolved
• To plan request fulfilment into the working day, taking into consideration the customers' requirements and availability
• Configuration and provision of new hardware
• Liaising with the Service Desk to ensure that all SLA's are met and providing information to be given to the customer should a breach happen
• Escalation to the Management of any tickets that are close to their SLA or are not able to be resolved. May require a problem being raised
• To ensure that all tickets are updated fully in the ITSM tool and that the customers details are checked and amended where needed
• 1st and 2nd line support - troubleshooting business applications, shared applications, hardware, mobile, telecoms and printers
• Troubleshoot network issues and be able to patch cabling correctly to ensure minimal interruption is experienced by the customer
• To ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues/fixes are recorded against the correct item
• To maintain a high degree of customer service for all on-site support queries
• Publish solutions to problems within the ITSM so as to pro-actively share information, avoiding silo mentality
• Administration of AD - ensuring compliance of all company policies
• Project support and deployment as required
• Liaise with 3rd party vendors, ensuring that they adhere to specified SLA's and escalating where these are about to fail
• Any other reasonable task as required by the IT management team

Essential & Desirable Criteria
Skill/experience requirements:

• Excellent communication skills, telephone manner and face-to-face - essential
• Excellent organisational and prioritisation skills
• Must be willing to travel (Driving licence not required)
• 2 years previous IT support experience required
• Previous experience of autonomous role would be beneficial
• Incident Management experience - managing incidents through to resolution with an appreciation of business impact and effective communication
• Experience of AD administration
• Experience of WIN 8/10/11
• Experience of Office 2013/2016/O365
• Experience of Server 2012/2016/2019
• Application deployment via SCCM 2016
• Experience with using and troubleshooting 2016/O365 within a corporate environment (permissions, calendar sharing, delegation)
• Experience of administering Exchange 2016/O365
• Experience of using and troubleshooting Filesite (Worksite) with a legal firm environment
• A self-motivated, pro-active individual who gains satisfaction from delivering customer focussed services

Qualifications:

• ITIL V4 Foundation qualification (or willing to attend the course and sit exam) - essential
• CompTIA A+
• CompTIA Network +

At our firm, Diversity, Equity and Inclusion is a priority and at the heart of everything we do. We actively want to attract a diverse workforce and welcome applications from everyone, from all backgrounds. We are committed to promoting an inclusive culture where everyone can be their full selves and experience being seen and heard. You can find out more about our firm's commitment, initiatives and Pennclusion committees
We ensure that there are equal opportunities and treatment for all job applicants and employees, at all stages of the recruitment process and employment, regardless of age, gender reassignment, marriage or civil partnership, pregnancy and maternity, disability, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, gender identity, gender expression and social background. We aim to provide adjustments for people who have a disability, long-term health condition (including mental health) or neurodiversity. If you would like to request an adjustment, please contact Sam.Austin@penningtonslaw.com

Skills Required