Service Desk – Field Engineer

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.

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.

• 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.

• 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.