Onsite Field Engineer in London

Description
We are seeking a proactive and customer-focused Service Desk Engineer to provide hands‑on technical support across multiple sites within a defined regional area. Acting as a key escalation point between the remote Service Desk and central Digital Technology teams, you will take ownership of complex technical issues that require on-site investigation, resolution and support.
Working autonomously, you will diagnose and resolve a wide range of IT incidents, support major incidents, and ensure users receive a reliable and responsive service. This is an ideal opportunity for an experienced IT support professional who enjoys solving complex technical problems, building relationships with stakeholders, and making a visible impact across a dynamic multi-site business.
Department:
OCU Digital
Location:
Leeds - Seacroft
Compensation:
£35,000 - £45,000 / month
Key Responsibilities
Provide second-line, on-site support for incidents and service requests that cannot be resolved remotely.
Take ownership of complex technical issues through to permanent resolution.
Troubleshoot and support end-user devices, workplace technology, applications, identity and access management, connectivity and peripherals.
Travel across regional sites to carry out fault diagnosis, equipment deployment, replacement and setup activities.
Act as a technical escalation point for Service Desk teams, offering guidance and expertise.
Support major incident response activities and contribute to post-incident reviews.
Identify recurring issues and drive problem management and continuous improvement initiatives.
Maintain accurate technical documentation, asset records and knowledge articles.
Collaborate closely with Digital Technology teams and third-party suppliers to ensure service stability and performance.
Skills, Knowledge & Expertise
Experience in a second-line or advanced IT support role within a multi-site or enterprise environment.
Proven ability to independently diagnose and resolve complex technical issues.
Strong knowledge of Microsoft 365, Windows, macOS, endpoint devices and enterprise applications.
Experience supporting identity and access management, including user lifecycle management, permissions and multi-factor authentication.
Hands-on experience supporting workplace technologies such as printers, meeting room systems and shared devices.
Strong organisational skills with the ability to manage workload, travel and competing priorities effectively.
Excellent communication skills with the ability to explain technical concepts to non-technical users.
Experience maintaining high-quality technical documentation and asset records.
Desirable
Experience with problem management, root cause analysis and service improvement initiatives.
Exposure to major incident management and technical investigations.
Knowledge of endpoint management and monitoring tools such as Intune, JAMF or similar platforms.
Familiarity with PowerShell, automation or scripting technologies.
Experience working with third-party suppliers and vendor escalations.
Understanding of asset, configuration and change management processes.
Knowledge of service management best practices within an ITIL-aligned environment.
To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing
#J-18808-Ljbffr