Onsite Field Engineer
Posted
We are seeking a proactive and customer-focused Service Desk Engineer to provide hands-on technical support across multiple sites within a defined regional area. Acting as a key escalation point between the remote Service Desk and central Digital Technology teams, you will take ownership of complex technical issues that require on-site investigation, resolution and support.
Working autonomously, you will diagnose and resolve a wide range of IT incidents, support major incidents, and ensure users receive a reliable and responsive service. This is an ideal opportunity for an experienced IT support professional who enjoys solving complex technical problems, building relationships with stakeholders, and making a visible impact across a dynamic multi-site business.
- Provide second-line, on-site support for incidents and service requests that cannot be resolved remotely.
- Take ownership of complex technical issues through to permanent resolution.
- Troubleshoot and support end-user devices, workplace technology, applications, identity and access management, connectivity and peripherals.
- Travel across regional sites to carry out fault diagnosis, equipment deployment, replacement and setup activities.
- Act as a technical escalation point for Service Desk teams, offering guidance and expertise.
- Support major incident response activities and contribute to post-incident reviews.
- Identify recurring issues and drive problem management and continuous improvement initiatives.
- Maintain accurate technical documentation, asset records and knowledge articles.
- Collaborate closely with Digital Technology teams and third-party suppliers to ensure service stability and performance.
- Experience in a second-line or advanced IT support role within a multi-site or enterprise environment.
- Proven ability to independently diagnose and resolve complex technical issues.
- Strong knowledge of Microsoft 365, Windows, macOS, endpoint devices and enterprise applications.
- Experience supporting identity and access management, including user lifecycle management, permissions and multi-factor authentication.
- Hands-on experience supporting workplace technologies such as printers, meeting room systems and shared devices.
- Strong organisational skills with the ability to manage workload, travel and competing priorities effectively.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Experience maintaining high-quality technical documentation and asset records.
Desirable
- Experience with problem management, root cause analysis and service improvement initiatives.
- Exposure to major incident management and technical investigations.
- Knowledge of endpoint management and monitoring tools such as Intune, JAMF or similar platforms.
- Familiarity with PowerShell, automation or scripting technologies.
- Experience working with third-party suppliers and vendor escalations.
- Understanding of asset, configuration and change management processes.
- Knowledge of service management best practices within an ITIL-aligned environment.