Field Services Engineer
Cambridge/Norwich area with regular travel. Full Time, Permanent.
Salary - Competitive salary plus benefits
Here at Serco, we are dedicated to delivering critical public services in areas that have a real impact on people's lives. As a Field Services Engineer, you'll play a key role in supporting and maintaining both secure and non-secure IT services across our operations, ensuring our teams and clients can work confidently and effectively with robust, well-managed technology.
You will act as a hands-on technical expert, providing 3rd line support, fault resolution, and proactive system maintenance across a wide range of services within the My Technology environment. From diagnosing and repairing complex issues to collaborating with service and delivery teams, you'll be a crucial part of delivering service excellence and continual improvement.
As part of this you'll:
* Provide day-to-day technical support and escalation for operational and project-related issues
* Offer expert input to Technical Delivery Managers and Project Managers on product development
* Diagnose and repair faults, conduct routine maintenance, and implement system upgrades
* Act as the go-to expert on My Technology services, offering advice, guidance, and training
* Own and resolve incidents and service requests in line with SLAs using ITIL best practices
* Work with suppliers to ensure services are maintained within agreed service levels
* Lead and contribute to service improvements, innovation, and compliance with governance frameworks
* Support field operations across a defined region and occasionally beyond
* Take part in on-call support or shift-based work as required
What you'll need to do the role:
Personal Attributes:
* A customer-first mindset and strong problem-solving skills
* Ability to work independently and as part of a collaborative team
* A proactive and solutions-driven approach
* Experience mentoring or supporting team members
* Strong ownership of tasks and commitment to completing projects
Skills & Experience:
* 2+ years' experience as a desktop or field engineer
* Strong working knowledge of Windows 10/11 and managed desktop environments
* Solid grasp of ITIL processes and experience with ServiceNow or similar tools
* Experience with solution rollout, project support, and technical escalation
* Familiarity with Active Directory, Group Policy, and secure systems (CES+ desirable)
* Understanding of managed print and AV solutions
* Knowledge of Office 365, SCCM, Intune, AirWatch, Windows Server, and mobile devices (Apple & Android)
* Hold a valid UK driving license
* Must hold or be eligible to obtain SC Clearance
Serco is an equal opportunities employer and welcomes applications from all sections of the community. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.
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