IT Field Engineer

Our client is a well-established MSP based in Peterborough; due to continued growth and expansion they are looking to recruit an IT Field Engineer, reporting directly to their Regional Team Leader you will provide first and second-line support on-site and remote support for customer incidents and service requests across an assigned region. The role ensures high standards of customer service, reliable operation of end-user technology and local infrastructure, and effective support for day-to-day IT service delivery.

You will need access to your own vehicle for this position.

Main Duties and

Responsibilities include:

* Provide first-line and second-line support for incidents and service requests through site visits, telephone, email, and self-service channels.

* Deliver on-site support to designated customer locations and travel across the region, and occasionally further afield, as required.

* Maintain excellent customer service when dealing with users and stakeholders, recognising the priority and impact of issues in the wider context of IT service delivery.

* Comply with incident, request, change, and major incident processes and all other documented ITIL-aligned procedures.

* Escalate incidents and service issues to the appropriate support tier or manager where required.

* Keep up to date with technical developments to maximise first-time fix rates and service quality.

* Support the development of ICT-related policies, standards, and working practices.

* Maintain the performance of end-user devices and peripherals such as wireless devices, printers, whiteboards, projectors, and classroom technology.

* Develop and maintain a strong working knowledge of our clients’ services, supported systems, and customer environments.

Technical Responsibilities:

* Support reliable operation of customer networks, devices, and local infrastructure

* Ensure agreed service levels and key performance indicators are met.

* Assist with compliance relating to data protection, software licensing, and security controls.

* Support procurement activity and liaise with suppliers where directed.

* Install, remove, and configure software and hardware as required.

* Maintain accurate asset and configuration records in the relevant systems.

* Support printer and MFD services, including liaison with suppliers and engineers.

* Manage user access to systems and information on site and remotely where appropriate.

* Support IT services during events or out-of-hours activity where required.

Hours - Monday to Friday - 8am – 4pm

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