Field Service Engineer

We are Kocho

Kocho is the original Microsoft identity‑centric security partner, delivering transformational services for UK organisations. We secure every identity first - then use that foundation to strengthen security, modernise cloud and apps, and keep everything running through leading managed services, and managed security operations.

You’ll be joining a team that’s trusted by organisations to deliver  an eight‑time Microsoft Partner of the Year winner and one Microsoft’s most decorated UK partners.

Our work speaks for itself:

• We’ve helped BT Group build multi‑brand customer authentication at scale (including migration of 25 million accounts).
• We supported Dojo’s cloud‑first identity modernisation (achieving 65% reduction in first‑line support tickets and £80k+ annual savings).
• And we enabled Hallo Healthcare’s secure cloud independence (migrating 17,000 identities and 180+ applications securely to zero trust architecture with Entra).

Our head office is in the heart of London, with additional offices in Cardiff and Cape Town, providing a comfortable working environment with flexible collaboration spaces. And we’re guided by our core values:
Do What’s Right, Think Greater, and Better Together.

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences We consider all suitable candidates regardless of their age, sex, gender reassignment, race, pregnancy and maternity, religion or belief, marital status, disability or sexual orientation. This is mindset aligns with our company values as we understand that we are Better Together.

Our Field Services Engineers always projects a customer first mindset, serving all our users as a VIP;exhibiting an attitude of service excellence to our clients is imperative.

Our engineers have a passion for delivering an excellent client experience with impeccable attention to detail, whilst building and maintaining a positive and professional relationship with our clients at all levels of their organisation.

Our Engineers understand that when they are on a client site they are committed exclusively to that client, demonstrating knowledge, and understanding of our client’s needs, constantly looking to remove issues whilst making recommendations for a better IT experience, when identified.

Exuding a sense of urgency and professionalism to assist users in a personal manner is how wedefine client excellence, whilst always being a proud representative of Kocho, promoting our business and our team.

The Field Services Engineer role consists of managing incidents and requests, either face to face orover the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met.

If contracts with clients expire you will be brought back into the team to support other Onsite Support requirements.

• Provide 1st/2nd line support for all clients where assigned, either over the phone utilising remote troubleshooting tools and techniques, or face to face on client site interacting directly with the customer when necessary.
• Respond to alerts if required, including testing, and troubleshooting. Provide detailed information on the nature of issues encountered.
• Complete initial diagnosis of all incidents, and either resolve to the customers satisfaction using documented procedures and processes or elevate to 3rd line.
• Lead by example to set the technical standards of the Company, actively promoting outstanding customer support.
• Support for physical/virtual servers, network and security systems, desktop environments,remote access and mobility solutions,…