Service Desk – Field Engineer

Service Desk – Field Engineer

ABOUT THE CLIENT

Our client is a fast-growing technology services provider delivering cloud, infrastructure, cybersecurity and managed IT solutions to a portfolio of highly demanding professional services and financial organisations. With a strong reputation for technical excellence and customer service, they offer employees the opportunity to work on complex projects, cutting-edge technologies and business-critical environments. The company continues to invest heavily in its people, providing clear career progression, exposure to a broad technology stack and the chance to make a genuine impact within a collaborative and ambitious team.

ABOUT THE ROLE

We are looking for a Service Desk Field Engineer based within easy reach of London who has experience supporting end-user devices, infrastructure, and cloud-based technologies.

You will enjoy solving technical issues, working directly with customers, and collaborating with colleagues to share knowledge and improve service delivery.

The position involves a combination of onsite customer visits and remote support responsibilities. When not attending client locations, you will work alongside the wider support team to assist with service desk operations.

WHAT YOU WILL NEED TO SUCCEED

• Previous experience working in either an IT Solution Provider or MSP environment
• Excellent client service skills, experience in taking calls professionally, dealing with time critical issues efficiently as well as being enthusiastic about expanding your technical knowledge
• A minimum of 2 years' experience providing 2nd Line technical support.
• At least 12 months' experience working as a field engineer
• Good understanding of Azure, Microsoft Office, Windows Server, Virtual environments, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
• Experience supporting Microsoft 365 and cloud-based collaboration platforms
• Familiarity with email administration, user management and messaging technologies.
• Understanding of backup solutions, disaster recovery processes and cloud-based data protection services.
• Strong troubleshooting skills across desktop hardware and software platforms.
• Collaborative approach with the ability to work effectively within a team.
• Excellent verbal and written communication skills with a professional customer-focused manner.
• Strong attention to detail and commitment to delivering a high standard of service.
• Ability to remain organised and effective when managing multiple priorities.

Main Duties

• Provide onsite technical support to customers across various locations as required.
• Develop and maintain positive working relationships with key client contacts.
• Represent the organisation professionally and contribute to a positive customer experience.
• Ensure all support activities are accurately documented and maintained within service management systems.
• Deliver remote support via telephone, email and remote access tools when not attending customer sites.
• Escalate incidents and requests in accordance with established procedures.
• Demonstrate flexibility and adaptability in response to customer and business needs.
• Collaborate with colleagues to share expertise and improve support capabilities across the team.