Onsite Engineer (London)

Job Title:                    Onsite Engineer 
Location:                    London, surrounding area and Kent 
Reporting to:              Onsite Manager

Purpose:          

To deliver onsite face to face technical support for a variety of clients. You will act as a point of contact for the client regarding technical support and as an escalation point for service desk engineers. You will build strong relationships with the clients to ensure they are happy with the service we provide and engage in continues improvement to make sure we are always improving what we provide. You will build up excellent knowledge of the clients ensuring our documentation is meticulous to make sure continued support is as streamlined as possible. 

Duties and Responsibilities:

• Resolve client issues and provide technical assistance to clients on site
• Install, maintain and troubleshoot client hardware/software in line with company standards; reconfiguring and performing system upgrades as required.
• Respond appropriately to technical queries raised through effective prioritisation to meet KPIs and customer service expectations
• Log and action all activity within the PSA system following established Service Desk procedures
• Maintain and update accurate client site documentation
• Manage your support queue professionally and efficiently, prioritising and resolving calls in line with SLAs whilst maintaining a high degree of customer service
• To maintain a healthy and interactive relationship with your team members and clients
• To propose improvements to client systems and services to continentally improve their systems and the service Air IT provide to them
• To assist with projects alongside the professional service engineers when appropriate
• When not onsite at a client to work remotely with the Service Desk and be on standby for any ad-hoc, last minute or P1 visits

Personal Characteristics

• To show a genuine desire to continually improve your technical knowledge and skills through self-study
• Self motivated and ability to work on own initiative
• Accuracy in work and attention to detail
• Flexibility and adaptability to pick up visits at short notice
• Ability to prioritise workloads and tasks

Qualifications, Knowledge and Experience:

Essential:

• Demonstrable experience as a Service Desk Engineer
• Demonstrable knowledge and support with Microsoft Windows Server / Desktop Environments
• Experience with Microsoft 365, Backup/DRaaS and related technologies, Entra ID & IaaS
• Knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching)
• Excellent customer service & communication skills
• Must hold a full UK driving license and have transport with Business Insurance 

Desirable:

• Knowledge of Intune & Conditional Access Technologies
• Knowledge of Mimecast email security

The Benefits:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Ready to soar with Air IT? Apply now and be part of something extraordinary! 

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.