IT Field Service Engineer

As a Field Service Engineer, you will play an important role in delivering high-quality, hands-on technical support to our customers across client sites and branch locations. You will be responsible for resolving issues that require on-site attention, supporting hardware, software, networking, and connectivity needs, and ensuring that customers receive a professional, reliable, and friendly service.

This role would suit someone who enjoys working directly with customers, is confident troubleshooting technical issues in person, and takes pride in finding practical solutions. You will work closely with the wider support team to manage tickets, document resolutions clearly, and help improve the way services are delivered.

You will be expected to maintain strong technical knowledge, continue developing relevant certifications, and proactively identify opportunities to improve service quality, customer experience, and operational efficiency.

Responsibilities:

• Deliver professional on-site technical support to customers, branch offices, and local client sites where issues cannot be resolved remotely.
• Install, configure, update, repair, and support desktops, laptops, servers, printers, peripherals, and software applications.
• Diagnose and resolve hardware, operating system, software, network, internet connectivity, cabling, and peripheral issues.
• Troubleshoot local network issues, including LAN connectivity, Wi-Fi, cabling, internet access, and basic networking faults.
• Provide clear, friendly, and customer-focused communication, explaining technical issues and fixes in simple terms.
• Record all work accurately, keep support tickets updated, and document resolutions clearly in the relevant ticketing system.
• Manage assigned tickets professionally, ensuring actions, updates, and follow-ups are completed in a timely manner.
• Work with the wider support team to escalate issues where required and ensure customers receive a consistent service experience.
• Identify recurring issues, service gaps, or improvement opportunities and proactively recommend practical enhancements.
• Maintain and develop technical skills and certifications relevant to the role.

Requirements:

• Clean Drivers Licence and own transport.
• 3rd level qualification in an IT-related discipline or equivalent practical experience.
• Minimum of 2 years’ experience in a similar role.
• CompTIA A+ or similar an advantage.
• Proven experience in ICT Managed Services (MSP) environment an advantage.
• Focused on building strong relationships and delivering exceptional customer service.
• Demonstrable experience in delivering technical services meeting SLA/KPI objectives.
• Ability to manage multiple customers and priorities simultaneously.
• Knowledge of Microsoft Cloud, technical support services and tools and best practices.
• Strong communication and client-facing skills with a customer-first mindset.
• Excellent troubleshooting and analytical skills.
• Highly organised with strong attention to detail.
• Proactive and improvement oriented.
• Professional, approachable and supportive mentor