Field Support Engineer based in Dewsbury.
Are you an experienced Field Support Engineer seeking a role that combines onsite and remote support? Do you enjoy providing hands-on technical assistance while also troubleshooting issues remotely? Are you confident in 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 on-site 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 Third-Line Support as 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.