Field Support Engineer - Systems Integrator

Ready to be the go-to technical problem solver across a dynamic enterprise environment?

Join an enterprise technology services organisation delivering high-quality support across end-user technologies, workplace systems, and enterprise infrastructure. 

They are looking for a Field Support Engineer to act as the technical escalation point for Level 1 support, providing hands-on, customer-facing assistance both onsite and remotely. Work within a structured support framework while gaining exposure to a broad range of enterprise systems and technologies.

Take the next step in your career and contribute to keeping critical enterprise environments running smoothly, apply now!

Key Responsibilities:

• Provide Level 2 support for incidents and service requests escalated from Level 1
• Act as a technical escalation point for complex desktop and end user issues
• Deliver hands-on onsite support including hardware troubleshooting, break-fix, and peripheral deployment
• Manage walk-up and desk-side support requests
• Troubleshoot and resolve issues across end user compute, telephony, networks, hybrid cloud, and workplace services
• Escalate to Level 3 engineers or vendors where required and track resolution progress
• Ensure adherence to SLAs and defined incident management processes
• Identify recurring issues and contribute to problem management initiatives
• Develop and maintain knowledge base documentation
• Support transformation initiatives and user technology rollouts
• Provide knowledge transfer and mentoring to Level 1 team members

Technical Environment (Experience Across Some Of The Below):

• Microsoft 365 / Office 365
• Active Directory
• Windows 10 / Windows 11
• Endpoint management tools (Intune, SCCM or similar)
• Enterprise Service Management tools (e.g. ServiceNow)
• Desktop hardware and peripheral support
• Basic networking troubleshooting
• Telephony support exposure
• Hybrid cloud environment exposure (advantageous)

Requirements:

• 3+ years’ experience in a Desktop Support, EUC, Deskside or Field Services role
• Strong Level 2 troubleshooting capability within enterprise environments
• Experience working within ITIL-based service operations
• Confident engaging with end users and senior stakeholders
• Strong documentation and knowledge sharing mindset
• Ability to prioritise effectively in a fast-paced support environment

Salary:

• Competitive salary based on experience.