IT Helpdesk and Field Maintenance Engineer
Plymouth
The Role
We are seeking an enthusiastic, customer‑focused individual with previous experience in the ICT sector, ideally within a 2nd line IT Helpdesk or IT Delivery role that includes face‑to‑face, on‑site support. The successful candidate will be responsible for troubleshooting, supporting, and maintaining IT systems both remotely and on customer sites. This role is primarily office‑based, with regular site visits to partner premises when issues require hands‑on intervention. A company vehicle will be provided for on‑site work.
Responsibilities
* Respond to user enquiries and provide technical support through various channels such as phone, email, chat and on‑site face‑to‑face.
* Resolve problems by applying known solutions or escalating more complex issues to higher‑level support.
* Attend partner sites to diagnose and repair services when needed, including ticket escalations, maintenance tasks (PC rebuild, fault diagnosis, PC repair) and installation/setup of small project works (laptop delivery/setup, PC upgrades, firewall swap, etc.).
* Perform routine maintenance on hardware, software, and networks to ensure optimal performance.
* Investigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
* Create and maintain detailed records of user requests and reported issues in a ticketing system.
* Install and configure software applications and operating systems.
* Prioritise and categorise tickets based on urgency and impact.
* Create documentation and knowledge base articles to assist users in resolving common issues.
* Ensure all open cases are updated with relevant information and customers are regularly updated.
* Provide excellent customer service by communicating effectively and professionally with end‑users.
* Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.
Qualifications
* 2nd/3rd line ICT background with service desk experience preferred.
* Comfortable supporting partners remotely and on‑site.
* Solid customer service experience with excellent verbal and written communication skills.
* Enjoy working as part of a team.
* Comfortable using CRMs and documentation solutions.
* Full UK driving licence.
Benefits
* EMI Share Equity Scheme – own a slice of the Purple Pie.
* Company vehicle provided for on‑site work.
* Day off for your birthday.
* Day off for life milestones such as weddings, moving house, child's first day at school, or religious holidays.
* Give back day to support your chosen charity.
* Savings on gym memberships, shopping and other discounts through Perkbox.
* Social events and team building opportunities.
* Opportunities for professional growth and development.
Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.
We’re an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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