On Site Support Engineer

Position Summary
The Onsite Support Engineer provides high-quality, customer-facing technical support from a dedicated customer site, as part of the local Onsite Support Services (OSS) team led by the OSS Team Lead. The role owns complex end-user, workplace and infrastructure incidents through to resolution, while maintaining a visible, professional and responsive onsite service.

The engineer will build trusted relationships with customer stakeholders, coordinate effectively with remote resolver teams and third-party suppliers, and use insight from recurring issues to improve service reliability, documentation and the overall user experience.
 

Essential Roles & Responsibilities

• Take ownership of complex incidents, service requests and technical queries from diagnosis through to closure, escalating to the Team Lead where needed
• Provide hands-on support for end-user computing, workplace technology, Microsoft 365, Windows devices, identity and access, collaboration tools, printing and meeting-room technology
• Diagnose issues involving local network connectivity, Wi-Fi, VPN, endpoint security and peripheral devices, engaging specialist resolver teams where required
• Support priority and business-critical incidents locally under the coordination of the Team Lead, providing clear, timely customer updates
• Complete approved installations, moves, changes, upgrades and hardware replacements in line with change control, security and customer procedures
• Support joiner, mover and leaver activity, including device preparation, deployment, access checks, asset updates and secure equipment recovery
• Contribute to root cause investigation for repeat local issues, problem records, post-incident reviews and practical improvement actions
• Create and maintain knowledge articles, support guides, site documentation, inventory records, floor plans, contact lists and operational runbooks
• Coordinate with remote support teams, infrastructure specialists, service management, account teams, customer stakeholders and third-party vendors
• Maintain a professional onsite presence and deliver a consistently high standard of customer care, discretion and communication

Duties and Responsibilities

Behavioural Competencies - Organisational & Behavioural Fit

• Customer focused, approachable and confident when supporting users at all levels, including senior stakeholders
• Calm, organised and accountable, with the ability to prioritise effectively in a busy customer environment
• Collaborative and willing to work across onsite and remote teams without losing ownership of the customer outcome
• Discreet and dependable, with strong awareness of security, confidentiality and professional conduct
• Proactive in identifying opportunities to improve support quality, documentation and service efficiency.

Critical Competencies - Technical Fit
Essential

• Substantial experience in a senior desktop, workplace, field or onsite support role within a business-critical environment
• Advanced troubleshooting of Windows endpoints, Microsoft 365 applications, user profiles, device performance and common hardware issues
• Experience supporting identity and access services such as Microsoft Entra ID and Active Directory, including account, group and authentication troubleshooting
• Working knowledge of endpoint management and deployment tools, such as Microsoft Intune, Microsoft Configuration Manager or equivalent
• Experience setting up and supporting smartphones and mobile devices for end users
• Good understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN and LAN fundamentals, with the ability to isolate local connectivity issues
• Experience supporting collaboration and meeting-room technologies, including Microsoft Teams and audio-visual peripherals
• Practical knowledge of ITIL-aligned incident, request, problem and change management processes
• Experience using an IT service management platform (ServiceNow preferred) and maintaining accurate ticket, asset and knowledge records

Benefits

At Claranet, we go the extra mile with our people—because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

• Pension Scheme: Employer-matched contributions to help you plan for the future.
• Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
• Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
• Personalised Wellbeing Support: App-based resources and services available 24/7
• Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
• Continuous Learning & Development: Ongoing opportunities to grow your skills and advance your career.

What makes us unique is Team Claranet, our internal community that supports causes close to our employees’ hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.

We’re proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

Equal Opportunities Statement

Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process.

Ready to take the next step in your career with Claranet? Click ‘apply’ – we can’t wait to meet you!

To view full job description please visit our careers page