Field Support Engineer

Field Support Engineer £25k – £28k Dewsbury Are you an experienced Field Support Engineer looking for a role that blends onsite and remote support? Do you enjoy providing hands-on technical assistance while also troubleshooting issues remotely? Are you confident 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 3rd Line Support where 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. Ideal Candidate Location Since this role requires travel between Dewsbury, Derby, and Northampton, a centrally located candidate would be beneficial. Leicester, Nottingham, or Coventry would provide a good base with reasonable travel times to all sites. Location: Dewsbury, Derby & Northampton + remote working Salary: Competitive (based on experience) Hours: 37.5 per week (including a 30-minute lunch break per day)