Field Services Engineer (1st / 2nd Line Support), London UK
Role Purpose
To provide high-quality on-site 1st and 2nd line IT support to Synergy clients, ensuring incidents and service requests are resolved efficiently, documented accurately, and delivered in line with defined service standards.
The role is responsible for maintaining strong client relationships, supporting operational stability across client environments, and delivering premium, white-glove IT services within a fast-paced MSP environment.
This position requires a technically capable, client-facing engineer who can work independently at client sites while representing Synergy professionally and confidently.
Core Responsibilities
Client Support & Technical Resolution
- Provide on-site 1st and 2nd line support across hardware, software, networking, cloud services, and end-user devices
- Diagnose and resolve user issues across Windows, macOS, iOS, and Android environments
- Troubleshoot endpoint, connectivity, and application-related issues using structured support methodologies
- Escalate complex technical issues to senior engineers with clear and accurate handover information where required
Ticket Ownership & Service Delivery
- Manage assigned support tickets from creation through to resolution or escalation
- Ensure tickets are progressed in line with agreed SLA targets and service expectations
- Maintain accurate, detailed, and auditable ticket records
- Provide timely updates and clear communication throughout the support lifecycle
Infrastructure & Operational Support
- Support cloud platforms and endpoint management solutions across client environments
- Assist with device deployment, onboarding, configuration, and user setup activities
- Support workstation, laptop, and mobile device provisioning and lifecycle management
- Assist with maintaining stable, secure, and operationally effective client environments
Documentation & Knowledge Management
- Maintain and update internal documentation relating to client systems and procedures
- Document resolutions and troubleshooting processes clearly for reuse and audit purposes
- Contribute to ongoing improvements within the internal knowledge base
Team Collaboration & Project Support
- Work closely with internal teams and senior engineers to resolve technical issues
- Assist with client onboarding activities and infrastructure projects where required
- Partner with Account Managers to ensure client priorities, concerns, and operational context are communicated effectively
- Contribute positively to operational improvement initiatives and service delivery standards
- Participate in continuous learning and technical development activities
Performance Expectations (Role Alignment & Success Criteria)
Service Delivery
- Meet or exceed SLA targets for response and resolution times
- Maintain consistent ticket ownership and progression
- Deliver reliable and professional support across all assigned client environments
Quality & Accuracy
- Maintain high standards of technical documentation and ticket quality
- Ensure all work is completed in accordance with defined operational processes
- Contribute to reducing repeat incidents through accurate troubleshooting and resolution
Client Experience
- Deliver exceptional customer service and professional communication at all times
- Build trust and confidence with both technical and non-technical stakeholders
- Demonstrate accountability, professionalism, and ownership in all client interactions
Team Contribution
- Collaborate effectively with peers and senior engineers
- Participate actively in knowledge sharing and process improvement
- Demonstrate adaptability within fast-paced and evolving client environments
Working Pattern & Requirements
- Full-time position
- Primarily on-site across client locations within London
- Service Desk cover when required and when not onsite
- Ability to work independently and confidently within client environments
- Professional presentation and strong client-facing communication skills required
- UK-based with eligibility to work in the UK
Progression Indicators
Progression within the role is typically demonstrated by:
- Increased technical independence and troubleshooting capability
- Reduced reliance on escalation for standard support issues
- Contribution to operational improvement and knowledge documentation
- Ability to support increasingly complex client environments and technologies
- Consistently builds client trust and confidence in both day-to-day IT support and long-term infrastructure development
- Strengthens and enhances client relationships through professionalism, reliability, and trusted technical guidance
