IT Support Field Engineer; South West England

Full Job Description

In 2025, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the sixth year running.

Job Title: IT Support Field Engineer

Location:
South West England (Field-Based)

Working Pattern:
Permanent, Full Time

Salary:
Up to £35,000 per annum

Contract:
Permanent

Please note: UK applicants only | No sponsorship available

Outcomes First Group is the UK's largest independent provider of specialist education and care. Through our divisional brands, including Acorn Education, Options Autism, Blenheim Schools and Momenta Connect, we support children, young people and adults across the UK to achieve incredible outcomes and live more fulfilled lives. As our organisation continues to grow, we're investing heavily in our technology services to ensure colleagues across our schools, services and offices have the tools and support they need to deliver exceptional outcomes.

This is a hands‑on field‑based role providing 2nd and 3rd line technical support across a diverse and growing estate of schools, services and office locations. You'll work as part of a team of experienced engineers, acting as a key escalation point for technical issues while building strong relationships with supported sites. The role combines onsite and remote support responsibilities, covering everything from infrastructure, networking and cloud technologies through to end‑user devices, cyber incidents and service improvements.

We're looking for a proactive and customer‑focused IT professional who enjoys problem solving, thrives in a varied environment and takes ownership of delivering an excellent support experience.

• Provide 2nd and 3rd line support for incidents, service requests and problems across multiple sites.
• Act as an escalation point for 1st and 2nd line support teams.
• Build and maintain strong relationships with assigned schools and service locations.
• Troubleshoot and resolve hardware, software, networking and infrastructure issues.
• Support Microsoft 365, Azure Active Directory and Active Directory environments.
• Configure and support laptops, mobile phones, tablets and other end‑user devices.
• Manage mobile device deployments and configurations through Jamf and Microsoft Intune.
• Support cloud telephony and communication platforms.
• Maintain user accounts, permissions, SharePoint access and file server permissions.
• Investigate and support cyber security incidents and infrastructure‑related issues.
• Work closely with infrastructure, security and applications teams to resolve complex problems.
• Conduct root cause analysis and contribute to service improvement initiatives.
• Create and maintain technical documentation and knowledge base articles.
• Support networking environments including Cisco Meraki, LAN and WAN technologies.
• Travel regularly to sites across the South West region as required.

Essential

• 3–5 years' experience in a 2nd or 3rd line IT support role, ideally within a service desk or MSP environment.
• Strong experience supporting Windows server and desktop environments.
• Experience managing Active Directory, Microsoft 365 and Azure environments.
• Knowledge of networking technologies including Cisco Meraki, LAN and WAN.
• Experience with Microsoft Intune and/or Jamf device management.
• Strong troubleshooting and technical diagnostic skills.
• Understanding of IT security, compliance and cyber security best practices.
• Experience supporting a wide range of hardware, software and end‑user devices.
• Experience operating within an ITIL‑based environment.
• Excellent customer service, communication and stakeholder management skills.
• Ability to prioritise workloads, work independently and manage multiple issues effectively.

Desirable

• Knowledge of virtualisation technologies.
• Experience supporting VOIP or cloud telephony solutions.
• Knowledge of network monitoring and management tools.
• Professional IT certification or relevant technical qualification.
• Experience supporting multi‑site organisations.

You'll be joining a growing organisation where you can make a real impact as part of a collaborative and supportive team, contributing to meaningful work…