Role Details

Location: Bury St Edmunds

Contract Type: Permanent

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Job Description

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 at Xperience. They 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.

The Role

As a Field Services Engineer, you will provide onsite IT technical support for Xperience’s customers. The customers will typically be charities, schools and health & Social care so 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.

Responsibilities

• Perform onsite IT support functions for the customer, 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
• Propose and deliver improvements to the Framework for Operational practices and services, delivering the standards and tracking the adherence to the key stages
• Propose and deliver improvements to the Framework for Operational practices and services
• Cover and support other Field Service Engineer onsite bookings, if required due to absence

Benefits

• 30 days annual leave plus 8 bank holidays
• 1 additional day’s leave for your birthday
• Employer pension contribution of 3%
• Hybrid working
• Cycle to Work Scheme
• IT Purchase Scheme
• Access to Skillsoft Learning and Development Platform
• T&Cs apply based on contract

Competencies

Communication
Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Respects confidentiality

Teamwork and Collaboration
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues

Results Focussed/Problem Solving
Prioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results

Client and Commercial Focus
Is focussed on understanding the clients’ needs and is driven to fulfil them. Strives to consistently met service standards

Equal Opportunities

Xperience is an equal opportunities employer

Experience Required

Essential:

• At least one year’s previous hands-on experience with a ticket management system
• Previous 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 work on the detail in a real time environment
• Full driving license that enables you to drive in the UK and access to own vehicle for business purposes
• Willingness to undergo an Enhanced DBS check with Barred List if successful, due to the nature of our client sites
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

A willingness to travel to the following locations is essential:

• Suffolk
• Norfolk
• Cambridgeshire
• Essex
• Hertfordshire
• London
• Surrey
• Kent

Desirable

Technical Competencies

• Knowledge of Windows operating systems, both pc and servers
• Knowledge of computer hardware, software, security and networking
• Active Directory (Configuration, troubleshooting, Group Policy)
• Microsoft Exchange (2010, 2013, 2016)
• Basic understanding of networking (DNS, DHCP, switching, routing, VPN)
• Citrix Technologies (XenApp, XenDesktop, NetScaler, StoreFront)
• Any SharePoint experience would be beneficial
• Office 365 Technologies

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