IT Field Service Engineer (Level 2 / 2nd Line)
Location:Coleshill
Salary:Up to £40,000
Contract:Permanent
Hours:Monday – Friday
We are recruiting anIT Field Service Engineerto support a busy, multi‑user operational site in Coleshill. This role provides hands‑on IT support to on‑site staff and customers, ensuring IT systems, hardware, and applications operate reliably within a fast‑paced environment.
The position is primarily Coleshill‑based, with occasional travel across the Midlands and wider UK
The Role
You will provide on‑site IT support across infrastructure, desktop systems, and applications, working closely with internal teams, customers, and third‑party suppliers. This is a hands‑on role suited to an experiencedLevel 2 / 2nd Line Engineerwith field service experience and strong customer‑facing skills.
Key Responsibilities
* Provide first‑line and on‑site IT support for hardware and systems used across site operations.
* Deliver desktop and application support, including installation, configuration, troubleshooting, and end‑user assistance.
* Manage IT support tickets on a daily basis, ensuring timely resolution.
* Configure and maintain production system data feeding dashboards, BI tools, and local applications.
* Maintain accurate IT asset records, including updates to site registers and the central CMDB.
* Create and maintain site‑specific IT documentation such as knowledge base articles, user guides, and process documentation.
* Deliver IT training to end users to improve system uptake and reduce recurrent issues.
* Support root cause analysis and contribute to long‑term corrective and preventative actions.
* Participate in User Acceptance Testing (UAT) for system enhancements and upgrades.
* Work with third‑party suppliers and internal stakeholders to maintain service standards.
* Ensure documentation and procedures align with ISO, customer, and internal compliance requirements.
* Undertake additional duties as required to support operational needs.
Skills & Experience Required
Essential
* Proven experience in afield service or Level 2 / 2nd Line IT support role.
* Strong hands‑on support experience with:Good working knowledge ofWindows 7, 10, and 11.
o Desktops, laptops, printers, and peripherals
o Hardware break/fix troubleshooting
* Experience supporting Microsoft Office applications.
* Experience managing IT assets and technical documentation.
* Strong problem‑solving skills with high attention to detail.
* Excellent communication skills with the ability to support non‑technical users.
* Ability to manage multiple priorities in a fast‑paced environment.
* Full UK driving licence
Desirable
* Experience working in an operational, production, logistics, or warehouse environment.
* Exposure toERP, MRP, or WMS systems.
* Experience working with third‑party IT support providers.
* Familiarity with structured IT support environments or ITIL processes.
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