Job Description
We are looking for a customer-focused and technically skilled Onsite Services Engineer to join our Field Services team. This is an excellent opportunity for an IT support professional with hands-on experience in desktop, laptop, and network support who enjoys working directly with end users in a fast-paced environment.
As an Onsite Services Engineer, you will provide both deskside and remote technical support, ensuring incidents and service requests are resolved within agreed Service Level Agreements (SLAs). You will be based primarily at customer sites, delivering high-quality IT support and maintaining excellent customer relationships.
Key duties include:
* Provide hardware and software support both remotely and onsite.
* Replace desktops, laptops, and monitors on a like-for-like basis with minimal disruption to users.
* Perform break-fix repairs on desktop and laptop equipment.
* Carry out IMAC (Install, Move, Add, Change) activities.
* Diagnose and resolve technical issues using available tools, resources, and technical expertise.
* Complete all assigned support tickets within SLA targets and maintain communication with service coordinators.
* Escalate complex issues when necessary while keeping customers informed throughout.
* Install, configure, and support network printers and peripheral devices.
* Support VPN connectivity and remote working solutions.
* Assist with network troubleshooting and deployment activities.
* Provide "smart hands" support for server and infrastructure teams when required.
* Maintain accurate documentation and administrative records.
* Adhere to company security policies, health and safety requirements, and operational procedures.
* Support other local customer sites when required.
* Participate in an on-call support rota.
Key skills and experience:
* Minimum 2 years' experience in an IT support or engineering role.
* Strong troubleshooting and analytical skills.
* Good understanding of Microsoft Windows operating systems.
* Experience diagnosing and repairing desktops and laptops.
* Knowledge of laptop hardware components including keyboards, memory, and storage devices.
* Experience supporting Microsoft Office applications.
* Experience with network fault diagnosis and troubleshooting.
* Experience with VPN technologies and remote support tools.
* Experience supporting Windows tablets and mobile devices.
* Excellent customer service and communication skills.
* Strong organisational skills with the ability to work under pressure.
Please feel free to apply if you meet the criteria