IT Field Service Support Engineer

Responsibilities

• Provide 2nd line desktop support to employees across Group and HUK&I locations in southern England
• Deliver onsite support for hardware, software, printers, and mobile devices
• Provide ad hoc executive support to senior management and VVIPs
• Collect, deliver, and deploy IT hardware across southern offices
• Manage tickets using Service Now ITSM
• Support hardware refreshes, deployments, and technology rollouts
• Assist IT team members with difficult or recurring incidents and issues
• Support office openings, acquisitions, integrations, and relocations from an IT perspective
• Perform advanced troubleshooting and root cause analysis
• Liaise with and delegate tasks to relevant escalation teams
• Perform basic network troubleshooting
• Own unresolved issues and coordinate their escalation
• Maintain deployment schedules, site visit plans, and inventory records
• Provide advanced support for Apple and Android mobile devices
• Administer Active Directory users and computers
• Support Windows 11 and Mac OS X
• Participate in ad hoc support requests, desk moves, and desk-side support
• Support the business outside core business hours, including weekends when necessary
• Maintain accurate performance, HR, terms and conditions records, and correspondence

• IT industry experience
• Understanding of excellent customer service and a “can do” attitude
• Excellent written and verbal communication skills
• Ability to interact confidently with clients and colleagues
• Ability to work in a team and independently with minimal supervision
• Logical thinking and strong problem-solving skills
• Strong interpersonal and prioritisation skills
• Ability to follow processes and work proactively under pressure
• Patience and empathy when dealing with customers and colleagues
• Good understanding of Apple smartphones and tablets
• Strong Microsoft Office background
• Strong Windows background
• Familiarity with Microsoft Teams, Zoom, Webex, and similar collaboration tools
• Knowledge of Microsoft Windows 11, Active Directory, Core View, Microsoft Exchange, Office
  365, Mimecast, Microsoft Teams, Apple Business Manager, Zoom, SCCM, MS Auto Pilot, MS CoPilot, ITIL Best Practice, remote support tools, and incident, request, problem, and change management
• Knowledge of administrative and clerical procedures
• Relevant professional IT qualifications
• ITIL Foundation V4
• Compliance with FCA requirements and company policies

Demonstrates expertise in providing 2nd line desktop support, advanced troubleshooting, and managing IT hardware deployments. Proficient in supporting both Apple and Android mobile devices, as well as Windows 11 and Mac OS X environments, while ensuring excellent customer service and effective communication.

• 2ND LINE DESKTOP SUPPORT
• ADVANCED TROUBLESHOOTING
• ACTIVE DIRECTORY ADMINISTRATION
• ITIL FOUNDATION V4
• HARDWARE DEPLOYMENT

• Windows 11
• Mac OS X
• Active Directory
• Apple Business Manager
• SCCM
• MS Auto Pilot
• MS Co Pilot
• Core View
• Microsoft Exchange
• Incident Management

• Excellent Communication Skills
• Problem-Solving Skills
• Interpersonal Skills
• Teamwork
• Customer Service

• ITIL Foundation V4
• Relevant Professional IT Qualifications

• IT Industry Experience
• FCA Compliance
• Clerical Procedures
• Technology Rollouts
• Hardware Refreshes

• Service Now ITSM
• Microsoft Teams
• Zoom
• Webex
• Remote Support Tools