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.