Global 4 Horsham, England, United Kingdom

Overview

Role: Field Engineer (IT & Telecoms) at Global 4

Location: South East - Field & Remote

Salary: 35k

Hours: Monday to Friday 8:30-17:30 +OOH Support

Holiday: 25 days + bank holidays

What will you be doing?

• Visiting client sites to provide IT & Telco solutions as a field engineer.
• Work with the Technical Teams and act as a single point of contact for IT & Telco issues, changes and queries.
• 2nd & 3rd line end user support - troubleshooting IT & Telco related problems, including escalations from support teams, customers, the Client Experience Team and third parties.
• Monitoring of customers systems using remote monitoring and management tools; performing daily checks and reporting on their condition.
• Take full ownership of user problems and communicate progress in a timely, courteous and professional manner.
• Publish support documentation and provide training as required; support the Technical & Client Experience teams.
• Ensure customer services are monitored and escalate or action alerts as needed.
• Make recommendations for future-proofing IT Support services and promote Global 4 services where appropriate.
• Be involved in new client onboarding on site to understand and document client environments for confident support by IT & Telco teams.
• Attend client sites to complete proactive or reactive IT & Telco tasks as driven by demand.
• Provide extensive and complex technical knowledge; act as escalation point and share knowledge to upskill the team.
• Articulate technical faults and solutions clearly to customers; breakdown technical definitions to a basic level.
• Collaborate within the team and proactively develop technical skills.
• Diagnose and resolve customer faults within defined SLA, identify trends and ensure final solutions.
• Build, configure and maintain customer solutions to a high standard.
• Adhere to work instructions and ISO/GDPR practices.

Requirements for the role

• Tenacious and goes the extra mile
• Detail-oriented, eager to learn and listen
• Quick to develop technical and service skills
• Strong cross-functional collaboration skills
• Logical, process-driven problem solver
• Proven track record of driving quality
• Hands-on, supports team workload
• Highly organised and multitasker
• Strong problem-solving and attention to detail
• Experienced in customer service with a warm approach
• Flexible and adaptable to business needs
• Skilled in networking and router configuration, incl. advanced Wi-Fi & VOIP services
• Passionate about IT/Telecoms
• Naturally customer-focused with excellent customer skills
• Strong communicator with empathy for customers, colleagues, and suppliers
• Supports and coaches others when possible
• Professional, approachable, and courteous
• Positive team player who leads by example
• Holds a clean UK driving license
• Willing to travel and stay overnight when required

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting

What benefits will you receive?

• 50% off Broadband & Utility packages (free after two years)
• 33 days holiday allowance including bank holidays
• 5 additional days leave based on length of service
• £250 Bright Ideas Scheme
• Kudos Employee Recognition Scheme
• Buy & Sell holiday allowance scheme
• Death in service benefit
• Pension scheme
• Complimentary fruit, tea, and coffee
• Eye care vouchers
• Friday fridge
• Company lunches
• £1,000 Refer A Friend Scheme
• Paid Charity leave