IT Engineer, IT Support

IT Engineer

The Field Service Engineer is responsible for delivering high-quality, timely, and customer-focused field service support through effective execution of assigned service activities. The role focuses on diagnosing, repairing, installing, and maintaining equipment while meeting contractual obligations, service level commitments, and safety standards.

• Accurately update service tickets, work orders, and system records to provide visibility of field service
  activity, equipment status, and resolution progress.
• Monitor personal service metrics and trends (e.g. response times, resolution quality, repeat visits) to
  identify risks, recurring issues, and opportunities for improvement.

• Work in accordance with contracted service requirements, SLAs, and customer agreements when
  delivering field service activities.
• Liaise with approved third‑party service providers and technology vendors when required, escalating
  performance or service issues through appropriate channels.

• Ensure IT Field Service activities comply with internal security policies, data protection regulations,
  and audit requirements.

• Identify recurring faults, process gaps, or tooling issues encountered in the field and proactively raise
  improvement suggestions.
• Support the adoption of improved processes, tools, and automated solutions to reduce manual effort
  and improve service reliability.

• Deliver a consistently customer-focused service by meeting agreed service levels, communicating
  clearly, and managing customer expectations throughout the service lifecycle.
• Support the resolution of complex or high-impact service issues by providing detailed technical input
  and clear handover information when escalating.

• Follow documented procedures and standard operating processes (SOPs), providing feedback where
  updates or clarifications are required.
• Contribute to knowledge bases, documentation, and best practices by sharing lessons learned and
  technical expertise gained from field experience.

• Maintain high personal productivity by managing time, travel, and workload effectively while working across multiple customer sites. Attendance on site/s in person 5 days a week.
• Actively participate in team briefings, technical updates, and performance discussions, applying feedback and guidance to improve service delivery.
• Carry out work in accordance with quality standards, procedures, and safety requirements, supporting audits and quality assessments of completed work when required.
• Collaborate closely with Service Delivery, engineering, and support teams to ensure seamless end‑to‑end resolution of customer issues.
• Take responsibility for the correct use and care of tools, equipment, and allocated spare parts, ensuring readiness for field activities.
• Contribute to operational and process improvement initiatives by identifying inefficiencies, suggesting enhancements, and supporting the adoption of new tools, processes, or automated solutions.

• Proven experience working in IT field service or technical support environments, delivering hands‑on support across hardware, software, and infrastructure components within mid‑size or global organisations.
• Demonstrated ability to work independently in the field, managing assigned workloads, meeting SLAs, and maintaining high standards of service quality.
• Experience working with third‑party technology vendors or service providers on‑site, following agreed procedures and escalating issues where appropriate.
• Hands‑on experience using field service management tools, service desk platforms, scheduling systems, and mobile workforce applications.
• Experience maintaining accurate ticket updates, asset records, and service documentation to support operational visibility and reporting.
• Industry‑recognised certifications such as CompTIA A+, Network+, and/or Security+.
• Microsoft certifications (e.g. Microsoft Certified: Windows Client, Azure Fundamentals, or Modern Desktop Administrator).
• Working knowledge of Windows desktop and…