Service Support Technician (Field Based)

  • Departmental Manager: Service Operations Manager
  • Department: IT - Technical Services
  • Reports To: Service Support Technician Team Leader

The role of Service Support Technician (Field based) is a highly customer facing role that delivers great customer service and technical support services to both our internal and external customers.

The support technician will work as part of a wider service support team alongside other technicians and will deal with a myriad of support calls that will be allocated to the technician by the Service Operations Manager. These tickets need to be prioritised and managed effectively within our IT Service Management tools and databases, with relevant and timely call updates and resolution details being fed back to the office based team.

The purpose of the role is to handle and manage customer demand on customer sites as effectively and efficiently as possible through documented process, procedure and in line with service level expectation.

Acting as an ambassador for PAV i.t services you will be working closely with our customers in supporting a myriad of technical questions, incidents, problems and changes.  

You will be required to provide a multifaceted support service offering and delivering services such as service reporting, first time fix, root cause analysis, escalation to Technical Services Specialist personnel and service improvement initiatives.

The role of Service Support Technician (Field based) is a vital to our overall service support strategy and will require strict adherence to our service management policy, process and procedure. As a key member of the team you will be required to ensure our internal practices are as effective as possible and actively advise on service improvements wherever necessary. 

Dimensions - Job Statistics

  • PAV i.t services are IT solutions provider with expertise in the design, implementation and support of complex IT infrastructures. 
  • Supporting both internal and external customers (excess 150 clients)  Handling service support requests, incidents and changes.
  • Supporting a wide range of technologies from managed services to virtualisation to backup and recovery solutions. 

Main Responsibilities

To ensure customer demand is managed as effectively and efficiently as possible through our IT Service desk function. This will involve day to day planning of site visits and prioritisation of client tickets, to maximise efficiency.

To be proactive and technically confident in managing areas of service support and escalating service issues to the Service Operations Manager and Technical Services Specialists wherever appropriate.

To be professional, courteous and respectful in managing customer service and delivery.

To work within a team of Service Support Technicians in managing and supporting customer service engagements.

Sharing experience, support call investigation, resolution, challenges and success with your colleagues and Service Operations Manager.

To take pride in the services you deliver and the reputation of PAV i.t support services.  

To follow service management policy, procedure and where required develop our support documentation, knowledge base and processes.

To take ownership in logging all service requests within our support desk management tools and ensure service level expectation in managed effectively in relation to priority (impact and urgency). This includes tickets that have been raised whilst on site & dealt with in situ.

To work closely with our Technical Services Specialists in support call escalation, root cause analysis and resolution completion.   

Where required access customer documentation, systems and services to investigate service incidents and problems in line with PAV i.t services policy and procedure as defined within the staff handbook.

Raise deficiencies in process and procedure with line manager as soon practicably possible.

Job Context

You will have experience and exposure in the following;

  • Customer facing experience in the delivery and support of IT support services.
  • Working with and supporting different size organisations and customers with varying degrees of technical skill and ability.
  • Experience of using IT service management support tools preferably with experience in SharePoint and AutoTask. 

Knowledge of ITIL best practice such as Incident, problem, change

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PAV i.t. services
Reeds Lane, Sayers Common
West Sussex, BN6 9LS
General enquiries: +44 (0)1273 834 000
Support / service desk: +44 (0)1273 834 433


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