Field Support Engineer

Field Support Engineer in Derby

Are you an experienced Field Support Engineer seeking a role that combines onsite and remote support? Do you enjoy providing hands-on technical assistance while also troubleshooting issues remotely? Are you confident in handling Level 1 & 2 support across a variety of technologies?

If so, this Field Support Engineer (BAU) role could be the perfect fit for you!

About the Role

We are looking for a Field Support Engineer to provide technical support across three customer sites: Dewsbury, West Yorkshire, Derby, Derbyshire,  Northampton, Northamptonshire

You will be required to attend these locations three days a week, with the remaining two days spent working remotely as part of the service desk team. This role involves a mix of onsite support, Level 1 & 2 troubleshooting, and remote assistance, ensuring seamless IT operations for end users.

What You Will Be Doing:

Onsite Support:

• Attend customer sites to resolve technical issues and provide user support.
• Accurately log and update tickets in the customer’s system.
• Escalate tickets where necessary while keeping users informed.

Remote Support:

• Provide initial response to user queries via phone, email, or system alerts.
• Log and categorise tickets in the Fluidity ticketing system (Autotask).
• Assign tickets to the correct queue and ensure timely follow-ups.

Level 2 Troubleshooting:

• Resolve technical issues and update tickets with accurate time records.
• Escalate complex issues to Third-Line Support as needed.
• Maintain up-to-date documentation and site logs in IT-Glue.

What You Need:

✔ Technical Expertise: Experience with:

• Windows 10 & 11 O/S
• Microsoft 365 Apps
• Citrix Workspace 2409
• VPNs
• CrowdStrike AV / Datto AV

Communication Skills: Able to explain technical issues clearly to users and keep them updated on progress.

Professionalism: Friendly, approachable, and aligned with company standards and ethics.

Efficiency: A proactive approach to troubleshooting, ensuring minimal downtime for users.