Field Support Engineer
£25k - £28k
Are you an experienced Field Support Engineer looking for a role that blends onsite and remote support? Do you enjoy providing hands-on technical assistance while also troubleshooting issues remotely? Are you confident handling Level 1 & 2 support across a variety of technologies?
If so, this Field Support Engineer (BAU) role could be the perfect fit for you!
About the Role
We are looking for a Field Support Engineer to provide technical support across three customer sites: Dewsbury, West Yorkshire, Derby, Derbyshire, Northampton, Northamptonshire
You will be required to attend these locations three days a week, with the remaining two days spent working remotely as part of the service desk team. This role involves a mix of onsite support, Level 1 & 2 troubleshooting, and remote assistance, ensuring seamless IT operations for end users.
What You Will Be Doing:
Onsite Support:
Attend customer sites to resolve technical issues and provide user support.
Accurately log and update tickets in the customer’s system.
Escalate tickets where necessary while keeping users informed.
Remote Support:
Provide initial response to user queries via phone, email, or system alerts.
Log and categorise tickets in the Fluidity ticketing system (Autotask).
Assign tickets to the correct queue and ensure timely follow-ups.
Level 2 Troubleshooting:
Resolve technical issues and update tickets with accurate time records.
Escalate complex issues to 3rd Line Support where needed.
Maintain up-to-date documentation and site logs in IT-Glue.
What You Need:
✔ Technical Expertise: Experience with:
Windows 10 & 11 O/S
Microsoft 365 Apps
Citrix Workspace 2409
VPNs
CrowdStrike AV / Datto AV
Communication Skills: Able to explain technical issues clearly to users and keep them updated on progress.
Professionalism: Friendly, approachable, and aligned with company standards and ethics.
Efficiency: A proactive approach to troubleshooting, ensuring minimal downtime for users.