Field Technical Support Specialist

Field Technical Support Specialist

Location: Field-based (UK)

Department: ICT Services – Service & Support

Reports to: Regional Service Manager

About the Role

We’re looking for a skilled and customer-focused Field Technical Support Specialist to deliver high-quality technical support and maintenance to clients across our service network. This is a hands-on role requiring strong diagnostic ability, excellent interpersonal skills, and a passion for providing first-class customer service in the field.

Key Responsibilities

• Provide professional technical support to assigned accounts within agreed service levels.
• Investigate, diagnose, and resolve equipment and system faults efficiently.
• Perform installations, maintenance, and updates as required to ensure optimal device performance.
• Support colleagues during installations, peak workloads, and absences.
• Log and maintain accurate service records within the call-logging system.
• Identify and escalate recurring issues to support proactive problem management.
• Share technical expertise and best practices with team members.
• Build and maintain strong relationships with customers and stakeholders.
• Maintain field stock at prescribed levels and ensure cost-effective stock usage.
• Attend training sessions to keep knowledge current and relevant.
• Adhere to all company, customer, and site health & safety policies and standards.
• Undertake any other technical support tasks as directed by your manager.

Working Environment

This role is field-based, supporting customers either across multiple sites or as a resident specialist embedded within a client’s environment. Duties may vary depending on specific service agreements.

About You

• Proven experience in field technical support, ideally within print, copier, or IT hardware sectors.
• Relevant qualification (City & Guilds or equivalent) or equivalent technical competence.
• Strong analytical and problem-solving skills with the ability to deliver swift, accurate solutions.
• Excellent communication and interpersonal skills with a focus on delivering outstanding customer service.
• Organised, self-motivated, and capable of working independently or as part of a team.

Why Join Us

You’ll have the opportunity to work with cutting-edge technology and a supportive service team dedicated to continuous improvement. We offer ongoing technical training, career progression opportunities, and a collaborative, customer-driven culture.