About the Role:
Reporting to the Service Desk Manager (SDM), the Technical Field Engineer is responsible for supporting Royds Withy King’s 500+ customers with high quality support during regular site visits and remotely. You will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the Service Desk Management solution. Ensuring that resolutions are maintained within SLA.
The post holder will combine their technical and interpersonal skills to undertake the resolution of assigned tickets, maintaining customer satisfaction through proactive updates and troubleshooting. You must be confident in the diagnosis and troubleshooting of customer issues for both hardware and software. Providing a positive customer experience for those people logging tickets with the Service Desk team.
The role will be to support Royds Withy King Oxford, London Swindon, Marlborough and Thame offices, with time spent at each site on pre-designated days to ensure continuity of support. There will also be regular visits to the other Royds Withy King offices, co-location facilities and supplier offices, plus inclusion in a rota to cover core office hours and out of hours cover.
Their primary focus will be on four core activities:
IT Support: responsible for delivering IT support ensuring that each site receives consistent high quality support
Resolve Issues: resolution of incidents and service requests as escalated by Service Analysts. Diagnosis of hardware and software issues to a high degree of accuracy
Endpoint Management: software deployment, software usage monitoring, asset management, reporting and distribution technologies
Team Coaching & Mentoring: develop and coach team members to improve performance and delivery of service
Diagnose and troubleshoot desktop and laptop hardware performance issues
Experience of end user computing, endpoint management and application support
Experience of Mimecast or similar filter solution; assessing suspicious emails, identifying trends and working to optimise the filtering process
Assisting Infrastructure team, when necessary, with equipment moves and replacements
Daily checks leading to triage and responding to alerts, identifying trends and problems
Experience of telephony, IP, digital and PSTN, providing local call fault diagnosis and escalation to third party provider
Provide help to Service Desk customers via remote assistance and in person
Image, update, maintain and deploy desktops and laptops
Manage and monitor inventory of site storerooms and arrange WEEE removal
Work with Facilities to provision New Starters, Movers and Leavers
Provide 3rd line teams with feedback of problems experienced by Service Desk customers
Identify priority tickets and inform SDM of Major Incidents or Priority 1 and 2 tickets as defined by Service Desk SLAs
Develop and coach team members to improve performance and delivery of service
Work with the SDM to identify service improvement opportunities, assisting in the promotion of a Continual Service Improvement culture
Ensure technical and procedural documentation is accurate, including knowledge base
Escalation point for customers and analysts, escalating to SDM when necessary
Maintaining daily communications with customers to ensure follow up and resolution of tickets
Procurement of equipment
Undertake resolution of incidents and service requests in line with SLAs.
Inclusion in Service Desk and out of hours rota
Skills & Experience:
Minimum 5 years’ experience in a similar IT role
Excellent level of knowledge of IT technologies and processes
Experience of call logging technology and processes
Experience of working to SLAs in a similar environment
Relevant ITIL qualification
Excellent customer service skills and good written and verbal communications skills
Ability to troubleshoot and determine faults for hardware and software
Knowledge of Citrix
Full drivers license
Positive Attitude to Work- Approaches work with positivity and energy and thrives in a busy environment.
Effective Communicator- Clearly conveys information and ideas through the relevant media. Speaks in Plain English.
Self Aware- Recognises personal strengths and weaknesses and uses that knowledge to interact positively with others. Maintains a professional impression.
Team Player- Actively participates as a member of a team. Develops and maintains relationships with others.
Resilient- Functions effectively under pressure and handles difficult circumstances in a manner that is acceptable to others and Royds Withy King.
Open to Change- Receptive to new ways of working with the ability to be flexible in approaching tasks and problems.
We are a progressive UK Top 100 law firm known for our commercial, private client, clinical negligence and personal injury work. We were the winner of the Managing Partners’ Forum ‘Best Managed Firm’ award for 2019.
Our firm has 520 people with offices in Bath, Oxford, London, Swindon and Marlborough.
At Royds Withy King, people come first. Our brand is built around being ‘Ahead of the Curve’. By this we mean always trying to put ourselves in our clients’ shoes, looking ahead to the future, anticipating their needs and coming up with solutions.
We also pride ourselves on providing a brilliant place to work. We recognise that investing in our people and their career is the only way we can succeed in achieving what is best for our clients. Our friendly, accessible and supportive culture is incredibly important to us and we are continually looking at new ways to nurture and enhance it. Our people tell us that this is a firm with a flat structure, where everyone has a voice and everyone’s opinions matter.