Field Support Engineer

£25k - £28k

Derby

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.

Ideal Candidate Location

Since this role requires travel between Dewsbury, Derby, and Northampton, a centrally located candidate would be beneficial. Leicester, Nottingham, or Coventry would provide a good base with reasonable travel times to all sites.

Location: Dewsbury, Derby & Northampton + remote working Salary: Competitive (based on experience) Hours: 37.5 per week (including a 30-minute lunch break per day)