Senior Customer Engineer
Location: UK - Cust Site - Derby | Job-ID: 218530 | Contract type: Standard | Business Unit: Technicians
Life on the team
We are seeking an experienced and customer-focused Senior Customer Engineer to provide onsite IT support for one of our customers in Derby. Supporting a large and dynamic user base, you will play a key role in delivering high-quality IT services across incidents, service requests, and Tech Bar support, while contributing to overall service excellence and customer satisfaction. This is a hands‑on role requiring strong technical capability, excellent communication skills, and the ability to work collaboratively within a team environment.
Must either have, or the ability to undertake Security Clearance to be considered. The role also requires working 5 days per week onsite, so please bear this in mind when applying.
What you’ll do
Service Delivery
* Provide onsite support for incident resolution and service requests in line with agreed SLAs.
* Deliver Tech Bar support, offering face‑to‑face assistance, guidance, and troubleshooting for end users.
* Ensure timely and effective resolution of IT issues, escalating where required.
Asset & Lifecycle Management
* Carry out device deployments, decommissions, and collections in accordance with process.
* Support moves, adds, and changes (MAC) across the campus.
* Maintain accurate asset tracking and documentation.
Customer Experience
* Deliver a high level of customer service, acting as a key point of contact for onsite IT support.
* Communicate clearly with users, providing updates and managing expectations.
* Build strong relationships with stakeholders across the business.
Operational Support
* Collaborate with wider support teams, service management, and third parties to resolve issues.
* Contribute to continuous improvement initiatives and knowledge sharing.
* Ensure compliance with ITIL processes and security standards.
What you’ll need
Skills & Experience
Essential
* Proven experience in an onsite IT support or field engineering role.
* Strong troubleshooting skills across desktop, laptop, and peripheral technologies.
* Experience handling incidents, requests, and walk‑up (Tech Bar) support.
* Excellent communication and interpersonal skills with a customer‑first mindset.
* Ability to work effectively in a team environment.
* Good organisational and time‑management skills, with the ability to prioritise workload.
* Familiarity with ITSM tools (e.g. ServiceNow) and ITIL-aligned processes.
Desirable
* Experience working within a large enterprise or campus environment.
* Knowledge of device lifecycle management and asset control processes.
* Experience supporting VIP or executive users.
* Relevant technical certifications (e.g. Microsoft, ITIL Foundation).
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