On Site Support Engineer
Position Summary
About Claranet Founded in 1996, Claranet has grown from a UK Internet Service Provider into a leading technology services provider. We help customers modernise, secure and operate their technology environments, combining deep technical expertise with a strong focus on customer outcomes. We are agile, focused and experienced in business modernisation. We invest in our people and technologies so our customers can rely on resilient services, trusted expertise and responsive support. Our Vision To become the most trusted technology solutions partner, renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders. Position Summary The Onsite Support Engineer provides high-quality, customer-facing technical support from a dedicated customer site, as part of the local Onsite Support Services (OSS) team led by the OSS Team Lead. The role owns complex end-user, workplace and infrastructure incidents through to resolution, while maintaining a visible, professional and responsive onsite service. The engineer will build trusted relationships with customer stakeholders, coordinate effectively with remote resolver teams and third-party suppliers, and use insight from recurring issues to improve service reliability, documentation and the overall user experience. Primary Purpose Deliver onsite technical support for the customer environment, ensuring incidents and requests are resolved efficiently, changes are delivered safely, and the customer receives clear communication throughout. Share technical knowledge, support peers and contribute to continuous improvement while operating as a trusted representative of Claranet on the customer site. Duties and Responsibilities Essential Roles & Responsibilities • Take ownership of complex incidents, service requests and technical queries from diagnosis through to closure, escalating to the Team Lead where needed • Provide hands-on support for end-user computing, workplace technology, Microsoft 365, Windows devices, identity and access, collaboration tools, printing and meeting-room technology • Diagnose issues involving local network connectivity, Wi-Fi, VPN, endpoint security and peripheral devices, engaging specialist resolver teams where required • Support priority and business-critical incidents locally under the coordination of the Team Lead, providing clear, timely customer updates • Complete approved installations, moves, changes, upgrades and hardware replacements in line with change control, security and customer procedures • Support joiner, mover and leaver activity, including device preparation, deployment, access checks, asset updates and secure equipment recovery • Maintain accurate records in ServiceNow, including actions taken, customer communications, asset details and resolution information • Work the onsite support queue in line with the priorities set by the Team Lead, proactively flagging ageing, recurring or at-risk tickets • Contribute to root cause investigation for repeat local issues, problem records, post-incident reviews and practical improvement actions • Create and maintain knowledge articles, support guides, site documentation, inventory records, floor plans, contact lists and operational runbooks • Coordinate with remote support teams, infrastructure specialists, service management, account teams, customer stakeholders and third-party vendors • Share knowledge with and support other engineers, promoting consistent troubleshooting and customer service standards • Identify risks, service gaps and improvement opportunities, escalating appropriately and supporting agreed continuous service improvement plans • Maintain a professional onsite presence and deliver a consistently high standard of customer care, discretion and communication Local Operations • Carry out employee and equipment moves as coordinated by the Team Lead, including desk changes, set-up and liaison with Facilities • Deliver onboarding sessions for new customer employees (30–45 minutes) covering their new laptop, mobile phone and account set-up • Follow up on equipment orders and stock levels when delegated by the Team Lead • Carry out local project work, such as warranty replacements, security tool deployments and equipment decommissioning, as planned by the Team Lead • Take part in the weekly team meeting and keep the status of own actions up to date • Keep the Team Lead and other teams informed of progress, ownership and follow-ups on own requests and incidents. Customer Site & Service Responsibilities • Build effective working relationships with customer contacts and become a trusted point of contact for day-to-day technical support • Operate in accordance with customer site policies, security requirements, access controls, health and safety standards and agreed support procedures • Provide concise service updates, communicate technical information in an accessible way and manage expectations confidently during disruption • Support customer events, executive users and high-impact business activities where enhanced onsite technical coverage is required • Protect customer and company information at all times and immediately raise suspected security, privacy or compliance concerns through the appropriate channels • Ensure physical assets, loan equipment, spares and secure storage areas are accurately controlled and audit-ready Governance & Reporting • Provide input to the Team Lead on recurring issues, risks and improvement ideas for service reviews • Support asset audits, stock checks, lifecycle planning and reconciliation of configuration records • Follow documented change, incident, problem, security and escalation processes, providing evidence where required • Track agreed onsite actions to completion and raise blockers promptly with the Team Lead Position Specifications Behavioural Competencies - Organisational & Behavioural Fit • Customer focused, approachable and confident when supporting users at all levels, including senior stakeholders • Calm, organised and accountable, with the ability to prioritise effectively in a busy customer environment • Methodical and curious in troubleshooting, with a strong focus on permanent resolution rather than workarounds alone • Clear written and verbal communicator who can adapt technical detail to the audience • Collaborative and willing to work across onsite and remote teams without losing ownership of the customer outcome • Discreet and dependable, with strong awareness of security, confidentiality and professional conduct • Proactive in identifying opportunities to improve support quality, documentation and service efficiency. Critical Competencies - Technical Fit Essential • Substantial experience in a senior desktop, workplace, field or onsite support role within a business-critical environment • Advanced troubleshooting of Windows endpoints, Microsoft 365 applications, user profiles, device performance and common hardware issues • Experience supporting identity and access services such as Microsoft Entra ID and Active Directory, including account, group and authentication troubleshooting • Working knowledge of endpoint management and deployment tools, such as Microsoft Intune, Microsoft Configuration Manager or equivalent • Experience setting up and supporting smartphones and mobile devices for end users • Good understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN and LAN fundamentals, with the ability to isolate local connectivity issues • Experience supporting collaboration and meeting-room technologies, including Microsoft Teams and audio-visual peripherals • Practical knowledge of ITIL-aligned incident, request, problem and change management processes • Experience using an IT service management platform (ServiceNow preferred) and maintaining accurate ticket, asset and knowledge records • Ability to work independently at a customer site while collaborating effectively with distributed technical teams • Fluent written and spoken English, with the ability to communicate confidently with technical and non-technical stakeholders, plus any additional language listed under Site Details. Highly Desirable • Relevant certifications such as ITIL Foundation, CompTIA A+/Network+, Microsoft 365, Azure, Intune or equivalent vendor credentials • Experience in a managed service provider or dedicated customer support environment • Exposure to macOS, mobile device management, virtual desktop platforms, PowerShell or support automation • Experience supporting executives, regulated organisations or environments with enhanced security and audit requirements • Knowledge of asset lifecycle management, hardware vendor support and secure disposal processes. Shift & Working Pattern • Based onsite at the customer location during agreed customer business hours (see Site Details) • Staggered shifts within the site's service hours, as scheduled by the Team Lead • Flexibility may be required for planned changes, customer events, major incidents or occasional out-of-hours support • Participation in an on-call or escalation rota may be required, subject to the final service model. Site Details • United Kingdom – London offices, rotating across sites. Service core hours 08:00–18:00 UK. English
