Field Support Agent

Duties and Responsibilities

1. Work towards key business KPI’s set by I.T Management

2. Provide remote and onsite hardware and software support

3. Record all activity in ITSM tool

4. Provide and update feedback to users as their calls are progressed

5. Work as part of a geographically distributed team

6. Liaise with 3rd parties and wider I.T team where necessary

7. Identify and mitigate security incidents, GDPR compliance issues, application vulnerabilities, network/infrastructure and other vulnerabilities.

8. Ensure correct documentation and procedures are followed or produced if needed

9. Ensure all systems have a backup and are monitored for any failures

10. Undertake training and research to maintain knowledge of current technology and systems

11. Understand business operations and the key role IT plays within its operations

Person Specification

1. Able to prioritise under pressure and work to deadlines

2. Excellent decision making, judgement, planning and organisation skills

3. Flexible, calm and approachable, ‘can do’ attitude

4. Solid customer relations skills to understand customers concerns and requirements

5. Able to lead projects and / or work as part of a project team

6. Ability to work well within team, supporting other team members

7. Willingness to gain relevant qualifications and accreditations

8. Pro-active approach to work

9. Good verbal and written communications skills

10. Willing and able to travel not only to the expected time for the role but also in emergency scenarios

11. Full Driving License

12. Fluent in [German, Dutch, French and Polish. (Written and Verbal), It can be combination of either of 2 mentioned languages.] languages