Senior On-Site Engineer
Posted
Description
We are looking for an experienced Senior On-Site Engineer to take ownership of Digital Technology across one of our sites, acting as the senior technical point of contact and leading the delivery of a high-quality IT service.
This is more than a traditional IT support role. You will take responsibility for site technology performance, managing complex escalations, driving permanent solutions and ensuring colleagues receive a consistent and reliable service.
Alongside your hands-on technical responsibilities, you will mentor and develop other on-site engineers, setting standards for technical delivery, customer service and continuous improvement. Working closely with site leadership and wider Digital Technology teams, you will play a key role in strengthening service delivery and supporting the continued growth of the business.
- Take ownership of Digital Technology across the site, acting as the senior point of contact for technical issues and escalations.
- Lead the resolution of complex technical incidents, ensuring issues are properly investigated and permanently resolved.
- Provide advanced hands-on support across end-user devices, Microsoft 365, Windows, macOS, applications, identity, access and connectivity.
- Monitor site service performance, identify recurring issues and drive improvements to service quality and user experience.
- Lead the local response to major incidents, providing clear updates to site leadership and wider support teams.
- Mentor and coach on-site engineers, developing technical capability and maintaining high standards of service delivery.
- Work collaboratively with Service Desk, Infrastructure, Workplace and Security teams to improve technology services.
- Oversee third-party suppliers and contractors attending site, ensuring work is delivered to the required standard.
- Maintain accurate asset records, technical documentation and knowledge articles.
- Support site changes, equipment installations and technology improvements, ensuring minimal disruption to operations.
Essential:
- 7+ years' experience in IT support within a multi-site or enterprise environment, including senior or lead-level responsibilities.
- Proven experience taking ownership of a site, region or service area, with accountability for service performance and user experience.
- Strong technical knowledge of Microsoft 365, Windows, macOS, endpoint devices and enterprise applications.
- Experience with identity and access management, including MFA, permissions and joiner and leaver processes.
- A track record of managing complex technical escalations and major incidents through to resolution.
- Experience mentoring, coaching or developing other IT engineers.
- Excellent communication skills, with the confidence to engage with senior stakeholders and non-technical colleagues.
- Ability to work autonomously, prioritise competing demands and maintain a hands-on approach to technical support.
- Strong documentation, asset management and problem-solving skills.
Desirable:
- ITIL Foundation or an equivalent understanding of IT service management.
- Experience with problem management, root cause analysis and reducing recurring incidents.
- Familiarity with endpoint management tools such as Intune, JAMF or RMM platforms.
- Experience with PowerShell, scripting or automation to improve service efficiency.
- Experience managing third-party suppliers and technology vendors.
- Understanding of change management and assessing the impact of technology changes on site operations.