Field Services Engineer

Field Services Engineer at N Consulting Ltd

Location: London, UK

Duration: Permanent

Onsite/Remote/Hybrid: Onsite

Job Description:

Job Purpose

• The Desktop Support Engineer provides a single point of contact for end users to receive support and maintenance within the organization's end-user computing environment.
• Deliver high-quality support to end users, ensuring cost-effective use of business systems and maximizing return on IT investments.
• Install, diagnose, repair, maintain, and upgrade hardware and equipment (e.g., PCs, terminals, printers, ticketing machines, payment devices, scanners).
• Assist with troubleshooting problems in person, by phone, or remotely, in a timely and accurate manner.
• Provide end-user assistance as required and directed.
• Receive on-the-job training and develop IT skills in a corporate environment.
• Support and troubleshoot Windows 10, 11, MacOS, Microsoft Office, and other authorized desktop applications.
• Support and troubleshoot printers, hardware, and peripheral equipment.
• Support Windows-based laptops, desktops, and MacOS devices.
• Support self-service ticketing machines, Chip and Pin payment devices, phones, and tablets (iOS and Android).
• Customize desktop hardware to meet user specifications and site standards.
• Manage defective equipment returns, document repairs, and restock parts inventory.
• Perform preventative maintenance on computers, printers, and peripherals.
• Adhere to Health and Safety requirements and cooperate with Facilities Management.
• Perform remedial repairs on hardware and peripherals.
• Develop trends by analyzing support requests and incidents.
• Coordinate and manage incidents involving third-line support teams.
• Maintain and update the Asset Register for hardware and software.
• Establish effective working relationships with the IS department and supported customers.
• Act as a liaison between business areas and the IS department for rapid issue resolution.

Main Responsibilities:

• 70%: Administer 2nd line support responding to business requests.
• 10%: Ensure maximum system availability through direct response and escalation coordination.
• 20%: Other relevant tasks.

Technical Skills and Competencies:

• Familiarity with Intel-based hardware.
• Experience with Windows and Mac OS environments.
• Knowledge of iOS, Android, and MDMs like Intune and Knox.
• Understanding of network devices (Layer 1, 2, 3).
• Proficiency with MS Office.
• Experience with Active Directory, group policies, SCCM, and Altris.
• Customer-focused approach with strong communication skills.
• Analytical, methodical, and detail-oriented.
• Excellent writing skills and ability to manage incidents to resolution.

Role-Specific Knowledge and Expertise:

• PC building and repair.
• Patch management.
• Onsite diagnosis and resolution of desktop issues.
• Collaboration with third-level support to prevent downtime.
• Network management and changes.
• Support server and workstation patching for security.
• Maintain network systems documentation.
• Meet SLA performance standards.
• Effective escalation and issue reporting.
• Proactive problem anticipation and reporting.
• Support across multiple sites with flexibility to meet SLAs.

Experience, Qualifications, and Other Requirements:

• Basic GCSEs/A Levels (or equivalent).
• Preferred study in a computer-related subject.
• Good A Levels/BTEC or higher qualifications.
• Knowledge of Microsoft products.
• Willingness to operate from different sites as needed.