Field Support Engineer

At Xperience we deliver business efficiencies through Digital Transformation.

We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That’s why we’ve got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us.

But really, it’s our people that make the difference y have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

As a Field Services Engineer, you will provide onsite IT technical support for Xperience’s customers, primarily for our Oxfordshire based customer. Strong customer-facing and experience supporting end users face to face is essential. Ensuring the customers receive the highest level of support, working closely with the technical teams within Xperience to investigate, troubleshoot and support IT infrastructure, hardware and software across our customer locations.

This role will be a multi-faceted role, with several key responsibilities to assist both the Projects and Support teams in delivering a high quality of service to our customers. The role will be predominantly field based and will include installation of new customer hardware when required, along with providing onsite IT Support visits to customers as required/scheduled.

• Perform onsite IT Support functions for the customer including Laptop/Desktop builds and configurations, representing Xperience face to face with our customers
• Record activities and functions performed while onsite through the Xperience Ticket Management tool, ensuring transparency, reporting accuracy and knowledge share
• Explore service improvements and innovation in the market and how these can benefit our business from an operational, services and security perspective.
• As an advocate for Xperience’s IT services, engage with, develop and manage relationships between all relevant parties, departments and customers
• Understand how both the Xperience and customer operations and procedures work to provide a high level of service
• Cover and support other Field Service Engineer onsite bookings, if required due to absence
• Onsite Laptop/Desktop Installations and User Handovers.
• Installation and Configuration of Printers, Wireless Access Points, Routers, Switches.
• Provide assistance to Project Team as required for large project rollouts and implementations.
• Onsite IT Support Visits for Enhanced Troubleshooting and routine IT Support visits. The role will be extensively field based, visiting customer locations for the installation of hardware or the provision of IT Support.
• Regular travel to customer locations is to be expected, with predominant travel being around Oxfordshire, Northamptonshire and Warwickshire but with the potential for UK-wide travel to meet business requirements.

• At least one year’s previous hands-on experience a ticket management system
• At least two year's IT Support experience working within an internal or external facing helpdesk support team
• Good communication skills and a “can do” attitude
• Experience of working in a customer facing environment with the ability to communicate clearly and concisely with customers
• Excellent team player
• Problem solving skills
• Ability to be resilient to issues and influences outside of their control
• Ability to take ownership and…