Field IT Technician

Foodhub; Stoke-on-Trent; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

33 days holiday

Car & fuel allowance

Health & wellbeing benefits

Employee Assistance Programme

Wellness Scheme

Discounted cancer screening

Cycle to Work Scheme

Gym membership contribution

Job summary

Foodhub is seeking an experienced Field IT Support Engineer to travel to customer sites across the region. You will diagnose and resolve technical issues on EPOS hardware and software, respond to escalations, and provide on-site training for customers.

The role requires 2+ years in field IT support, 1+ year with POS/EPOS systems, and strong troubleshooting across hardware, software, and networking. Travel will be extensive, with a UK driving licence and independent working style expected.

Qualifications

• Minimum 2 years' experience in a field-based IT support role.
• Minimum 1 year working with POS/EPOS systems.
• Solid troubleshooting across hardware, software, networking, and connectivity.
• Strong customer service and communication skills.
• Confident working independently in a field-based environment.
• Good organisational and time-management skills.
• Willingness to travel extensively across the region.

Responsibilities

• Travel to customer sites to diagnose and resolve technical issues.
• Respond to technical escalations from the Contact Centre and other internal departments.
• Install, configure, replace, and maintain EPOS hardware, printers, payment devices, tablets, and other peripherals.
• Troubleshoot software, hardware, networking, and connectivity issues, with support from remote technical teams where required.
• Restore customer systems quickly to minimise operational downtime.
• Deliver on-site training to customers on the effective use of Foodhub's hardware and software.
• Record service activities accurately and report recurring issues, trends, and improvement opportunities.
• Collaborate with the Technical Support, Product, and Field Operations teams to ensure timely resolution.
• Provide out-of-hours support for VIP customers on a rota basis when required.

Skills

Field-based IT support

POS/EPOS systems

Troubleshooting hardware

Troubleshooting software

Networking & connectivity

Customer service

Independent working

Time management

Travel willingness

Tools

EPOS hardware

Job description

Key responsibilities

• - Travel to customer sites to diagnose and resolve technical issues


• - Respond to technical escalations from the Contact Centre and other internal departments


• - Install, configure, replace, and maintain EPOS hardware, printers, payment devices, tablets, and other peripherals


• - Troubleshoot software, hardware, networking, and connectivity issues, with support from remote technical teams where required


• - Restore customer systems quickly to minimise operational downtime


• - Deliver on-site training to customers on the effective use of Foodhub's hardware and software


• - Conduct proactive maintenance visits and equipment health checks for VIP customers


• - Record service activities accurately and report recurring issues, trends, and improvement opportunities


• - Collaborate with the Technical Support, Product, and Field Operations teams to ensure timely resolution


• - Provide out-of-hours support for VIP customers on a rota basis when required

Requirements

Essential skills & experience

• - Minimum 2 years' experience in a field-based IT support role


• - Minimum 1 year working with POS/EPOS systems


• - Solid troubleshooting across hardware, software, networking, and connectivity


• - Strong customer service and communication skills


• - Confident working independently in a field-based environment


• - Good organisational and time-management skills


• - Willingness to travel extensively across the region

Full UK driving licence with access to a vehicle

Benefits

• - 33 days holiday (inclusive of Bank Holidays);


• - 5 flexible Bank Holidays (work them and take the leave elsewhere)


• - car & fuel allowance


• - Holiday exchange (buy up to 5 days)


• - Employee Assistance Programme


• - Wellness Scheme


• - Discounted cancer screening


• - Discount Hub; Cycle to Work Scheme


• - Gym membership contribution up to £30/month


• - Will Writing Service


• - Mobile/Tech Salary Sacrifice Scheme


• - Heavily discounted Bupa Select Complete (Medical History Disregarded) for you and immediate family


• - Death in Service cover at 4x salary.