Job Description
What will you be doing?
We are looking for an experienced and talented Field Support professional to contribute to the effective running of the S&W Digital (DTS) Support team. This role is all about providing support to our teams on a business-wide level. You’ll be the go-to person for deskside support issues in Newcastle and Scotland, assisting colleagues across all levels, including Partners —giving you direct exposure to key stakeholders and the chance to make a real difference in our day-to-day operations.
So come and be part of a supportive and ambitious Digital Technology Services (DTS) team that values knowledge sharing, continuous improvement and teamwork.
This is a permanent role to be based at our Newcastle Upon Tyne office for 5 days per week, but will require travel to other S&W offices in Scotland – particularly, Edinburgh, Stirling & Kirkcaldy.
It is initially expected that travel to offices in Scotland will be circa 3 full days per month.
You must also be able to attend training sessions at other S&W offices, such as Liverpool and Bristol. Speak to your recruiter for more details.
As a Field Support Engineer, your responsibilities will include among others
* Provide hands-on support for endpoint devices, user permissions, and application issues, including desk visits and laptop builds
* Monitor and manage incidents and service requests from initiation to resolution, ensuring timely updates to users
* Support video conferencing and meeting room technology in collaboration with third-party providers and internal teams
* Use ITSM tools to log, track, and escalate faults to appropriate support channels
* Create and share documentation for recurring issues to improve knowledge across the Service Desk
* Assist with non-BAU tasks and projects, including travel to meet business needs
Qualifications
Skills and Experience
To be successful in this role, you should have experience
Experience in supporting the following:
* Proficient in Windows 11, Microsoft 365 (including Azure), and Microsoft Teams
* Hands-on experience with Active Directory, Group Policy, and mobile device support (iPhone & Android)
* Familiarity with Polycom video conferencing and networking basics (TCP/IP, WAN, VLANs)
* Skilled in PC/Laptop/VDI image deployment and endpoint troubleshooting
* Experience using ITSM tools and supporting users across all levels
Desired
* ITIL Foundation certification or relevant intermediate qualifications
Additional Information
As a colleague here at S&W you will have access to benefits that include
* Competitive salary
* Private medical insurance
* Life assurance
* Pension contribution
* Hybrid working model (role dependent)
* Generous holiday package
* Option to purchase additional holiday
* Shared parental leave
* Fully funded training towards professional qualifications
* Cycle to work scheme
* Season ticket loan
* Eye care support
We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At S&W we have a wide range of highly active employee resource groups and we’re delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workplace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment.
We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.