Digital Onsite Field Engineer

OCU Group; Leeds; On-site; GBP 32,000 - 46,000; Full time

Job summary

OCU Group is seeking a proactive Digital Onsite Field Engineer to join our Digital Technology team in Leeds. The role provides hands-on IT support across multiple sites, acting as a key escalation point between the remote Service Desk and central teams, with on-site investigation and resolution responsibilities.

You will diagnose and resolve a wide range of incidents, support major incidents, and contribute to knowledge articles and documentation while travelling regionally to service sites.

Qualifications

• 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.

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.

Job description

Digital Onsite Field Engineer

Department: OCU Digital

Employment Type: Permanent - Full Time

Location: Leeds - Seacroft

Reporting To: Laura Drury

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.

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.

• 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.