We are seeking an experienced and customer-focused IT Support Engineer to provide onsite IT support for one of our customers in Derby. Supporting a large and dynamic user base, you will play a key role in delivering high-quality IT services across incidents, service requests, and Tech Bar support, while contributing to overall service excellence and customer satisfaction. This is a hands‑on role requiring strong technical capability, excellent communication skills, and the ability to work collaboratively within a team environment.
Must either have, or the ability to undertake Security Clearance to be considered. The role also requires working 5 days per week onsite, so please bear this in mind when applying.
What you’ll do
Service Delivery
- Provide onsite support for incident resolution and service requests in line with agreed SLAs.
- Deliver Tech Bar support, offering face‑to‑face assistance, guidance, and troubleshooting for end users.
- Ensure timely and effective resolution of IT issues, escalating where required.
Asset & Lifecycle Management
- Carry out device deployments, decommissions, and collections in accordance with process.
- Support moves, adds, and changes (MAC) across the campus.
- Maintain accurate asset tracking and documentation.
Customer Experience
- Deliver a high level of customer service, acting as a key point of contact for onsite IT support.
- Communicate clearly with users, providing updates and managing expectations.
- Build strong relationships with stakeholders across the business.
Operational Support
- Collaborate with wider support teams, service management, and third parties to resolve issues.
- Contribute to continuous improvement initiatives and knowledge sharing.
- Ensure compliance with ITIL processes and security standards.
What you’ll need
Skills & Experience
- Proven experience in an onsite IT support or field engineering role.
- Strong troubleshooting skills across desktop, laptop, and peripheral technologies.
- Experience handling incidents, requests, and walk‑up (Tech Bar) support.
- Excellent communication and interpersonal skills with a customer‑first mindset.
- Ability to work effectively in a team environment.
- Good organisational and time management skills, with the ability to prioritise workload.
- Familiarity with ITSM tools (e.g. ServiceNow) and ITIL‑aligned processes.
- Experience working within a large enterprise or campus environment.
- Knowledge of device lifecycle management and asset control processes.
- Relevant technical certifications (e.g. Microsoft, ITIL Foundation).
