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We are currently looking to employ a Field Technical Services (FTS) Engineer.
As an FTS Engineer, the individual will be the first point of contact for all IT Service Desk logged Incidents
and Requests.
Responsibilities will include;
• Assist with reported deskside IT related queries, either through walk-ups, email and telephone.
• Investigating and evaluating reported end user problems, failures and errors escalated through the
EMEA IT Service desk.
• Troubleshoot reported hardware and software Incidents logged to the team via ServiceNow.
• Ensure all assigned tickets are actively worked on to achieve closure/resolution within the set SLA’s.
• Maintain relevant and up to date notes on all assigned tickets.
• Communicate regularly with end users on the status of open tickets and provide recommendations on
the replacement of computer peripherals and program changes to resolve software related issues.
• Conduct daily printer and meeting room AV status checks, to ensure the uptime of equipment and to
ensue minimal disruption to the business