The Field Support Technician delivers high-quality onsite and remote IT support across locations, ensuring colleagues can effectively access and use technology to perform their roles.
The role is the primary technology presence at operational sites, covering technical support, device deployment, workplace technology and user engagement. The post-holder will work closely with the Service Desk, Infrastructure Team and third-party providers to own incidents, drive technology improvements and support a secure, modern and reliable IT environment across the Group.
Locations include: Suffolk Essex Norfolk - once or twice a week. Nottingham once a month.
Provide hands-on 1st and 2nd line IT support at offices, sites and remotely.
Own incidents and service requests through to resolution, keeping users and the ITSM platform updated.
Diagnose and resolve hardware, software, peripheral, printing, meeting-room and connectivity issues.
Escalate complex issues to the appropriate technical team or third-party provider, ensuring a clear and effective handover.
Act as the local IT representative for assigned sites, building positive relationships with managers and users
Build, configure, deploy, replace and recover laptops, desktops, mobile devices, printers and peripherals.
Support modern endpoint management, device enrolment and configuration using Microsoft Intune.
Assist with joiner, mover and leaver activities, including equipment preparation, deployment and return.
Maintain accurate asset records, stock levels and equipment allocation throughout the device lifecycle.
Support the adoption of Microsoft Intune, Windows Autopilot and other modern workplace technologies.
Perform device health checks and support proactive replacement planning
Qualifications
Good general standard of education, including Maths and English (GCSE A-C or equivalent).
Relevant IT qualification desirable, e.g. CompTIA A+, Microsoft 365 Fundamentals or ITIL Foundation.
Technical Knowledge & Experience
Experience in a desktop support, field support, IT technician or 2nd line IT role.
Strong practical knowledge of Windows, Microsoft 365, hardware, peripherals and workplace technology.
Working knowledge of networking fundamentals, Microsoft Entra ID and MFA.
Experience with endpoint management tools such as Microsoft Intune or Autopilot desirable.
Experience with ITSM/ticketing systems and third-party IT providers desirable.
Communication & Working Style
Strong customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
Able to take ownership of incidents, prioritise workload and work independently.
Collaborative approach with the ability to build effective relationships with users, site managers, suppliers and technical teams.
Self-motivated, organised and willing to learn.
Additional Requirements
Full UK driving licence and willingness to travel regularly
Flexible approach to working hours where required for site visits, projects or planned IT changes.
Able to safely transport and install IT equipment
Salary description
£35000.00 - £38000.00 per year