Field IT Engineer

About the role

As a Field IT Engineer you will deliver high‑quality technical support both on‑site and remotely, ensuring our clients’ IT environments run smoothly. You will act as an escalation point for service desk engineers, providing advanced troubleshooting and tailored solutions.

Key responsibilities

• Address technical queries promptly, meeting KPIs and customer expectations.
• Provide timely updates and clear communication to clients.
• Diagnose and resolve complex issues on client sites and remotely.
• Perform proactive on‑site maintenance and documentation using IT Glue.
• Support escalations from 2nd and 3rd line engineers.
• Uphold company Information Security policies.
• Suggest improvements to client systems and services.
• Participate in out‑of‑hours support rota.

Required profile

• Ability to work independently and as part of a team.
• IT‑related degree or relevant qualifications (desirable).
• Proven experience as a Service Desk Engineer.
• Familiarity with PSA/RMM tools such as Autotask, AEM and IT Glue (advantageous).
• Experience with remote diagnostics and proactive monitoring (advantageous).
• Willingness to learn new software and hardware technologies.

Required skills

• Autotask
• AEM
• IT Glue
• Microsoft Windows Server
• Microsoft 365
• Exchange Online
• SharePoint
• Teams

What we offer

• Competitive salary
• Opportunities for career development and lateral moves
• Company‑provided training and self‑study resources
• Structured out‑of‑hours support rota