A&O IT Group

Field Engineer

• Receive and manage incidents, installations and changes through the incident management system and provide real time accurate feedback on progress and completion, return all paperwork on time for contracts where required
• Provide problem isolation and resolution, using diagnostic and analytical troubleshooting and liaising with A&O and customer helpdesks where appropriate
• To understand current processes and work with management to improve productivity, utilisation and customer satisfaction
• Provide an excellent level of customer service that exceeds customer expectations
• Understand and adhere to all documented company processes and expectations including customer specific instructions.
• Manage and apply the specified level of urgency to escalations and requests for information.
• Assess the severity of a situation and business impact, raising management escalations when required
• Complete all tasks/activities specified by management to be in line with business requirements
• Form part of the shift/standby rota as and when required or requested by A&O management
• Manage local spares and ensure all systems are updated and accurate
• Complete quarterly audits
• Complete all online training as requested in the timeframe specified

Field Engineer – Desktop Support