| Description: |
Role: IT Field Engineer
Salary: 30,000 - 35,000
Location: Manchester (Company van provided; car and business insurance required as backup) Overview of the Role:
As an IT Field Engineer, you will provide 1st and 2nd line technical support to a diverse customer base across various bespoke environments. You will be responsible for maintaining a high level of customer service as the first point of contact for IT support queries, both remotely and on-site. This role requires a proactive individual who is comfortable diagnosing and resolving technical issues efficiently, as well as supporting junior team members. Key Responsibilities:
Provide 1st and 2nd line technical support across a wide range of IT systems and infrastructure, including customer desktop environments and server applications.
Deliver excellent customer service, acting as the initial point of contact for IT support queries.
Work within established incident management processes, ensuring that tickets are responded to within SLA.
Effectively manage and resolve tickets using call logging and ticketing systems.
Provide escalation support to Help desk Analysts and Apprentices, offering technical guidance and troubleshooting advice.
Troubleshoot and resolve issues related to PCs, networks, and networked devices (e.g., printers, scanners, switches).
Perform system administration and maintenance on servers, networks, and other infrastructure.
Document and maintain standard procedures, updating knowledge articles as necessary.
Carry out IMACs (Installs, Moves, and Changes) and provide troubleshooting for server support.
Travel to customer sites within the UK to offer hands-on technical support. Technical Skills & Knowledge:
Experience in diagnosing a wide range of issues within both desktop and server environments.
Familiarity with a range of enterprise-grade infrastructure technologies including:
Unified Communications - Install and configuration is required
Networking, patching, cabling and installing - Gamma, Horizon, 3CX
Microsoft 365, Azure, Windows, AD, Server OS
Networking, firewalls, web filters, and cyber security solutions
Cloud technologies and virtualisation platforms (e.g., VMware, Hyper-V)
Back-up solutions, specifically Veeam
Previous experience in an MSP environment or customer-focused IT support role.
Knowledge of Apple MAC support is advantageous. Personal Attributes:
Strong problem-solving and troubleshooting abilities, with the capacity to diagnose issues under tight time constraints.
Proactive, self-motivated, and able to prioritise tasks effectively.
Excellent communication and interpersonal skills, capable of working well independently and as part of a team.
A keen interest in learning new technologies and staying up-to-date in a fast-paced industry. Qualifications & Experience:
Minimum of three years of experience in a similar IT support role.
Relevant experience working with a variety of information technologies.
Desirable qualifications:
Microsoft Certified (Azure or 365)
VMware VCP
Citrix
Veeam Additional Information:
This role is based out of Manchester, with regular travel to customer sites, so a full driving license, along with car and business insurance, is required. A company van will be provided for work-related travel.  |
