Field Service Engineer

Kocho; Cleckheaton; Remote; GBP 30,000 - 42,000; Full time

Job summary

Kocho in West Yorkshire is recruiting a Field Services Engineer to deliver on-site IT engineering support for client sites within UK regions. You will manage incidents and requests from initial contact to resolution, document progress in the ticketing system and maintain strong client relationships through professional service.

The role requires 1st/2nd line support, remote troubleshooting, hardware and software configuration, and the ability to travel between sites.

Qualifications

• Experience in IT support with a focus on field services.
• VIP/onsite client-facing support experience preferred.
• Strong troubleshooting and communication skills.

Responsibilities

• Provide 1st/2nd line IT support for clients on-site or remote.
• Respond to alerts, diagnose incidents and document progress in tickets.
• Ensure SLAs are met and maintain professional client relationships.
• Manage stock and build endpoint devices when needed.
• Cover for onsite engineers and travel between client sites.

Skills

Field Services

On-site support

Troubleshooting

Windows

Networking

AD/Group Policy

MS365/Exchange

Job description

We are Kocho

Kocho is the original Microsoft identity‑centric security partner, delivering transformational services for UK organisations. We secure every identity first - then use that foundation to strengthen security, modernise cloud and apps, and keep everything running through leading managed services, and managed security operations.

You’ll be joining a team that’s trusted by organisations to deliver at scale. As an eight‑time Microsoft Partner of the Year winner and one Microsoft’s most decorated UK partners.

Our work speaks for itself:

• We’ve helped BT Group build multi‑brand customer authentication at scale (including migration of 25 million accounts).
• We supported Dojo’s cloud‑first identity modernisation (achieving 65% reduction in first‑line support tickets and £80k+ annual savings).
• And we enabled Hallo Healthcare’s secure cloud independence (migrating 17,000 identities and 180+ applications securely to zero trust architecture with Entra).

Our head office is in the heart of London, with additional offices in Cardiff and Cape Town, providing a comfortable working environment with flexible collaboration spaces. And we’re guided by our core values: Do What’s Right, Think Greater, and Better Together.

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences We consider all suitable candidates regardless of their age, sex, gender reassignment, race, pregnancy and maternity, religion or belief, marital status, disability or sexual orientation. This is mindset aligns with our company values as we understand that we are Better Together.

Here is the role:

Our Field Services Engineers always projects a customer first mindset, serving all our users as a VIP;exhibiting an attitude of service excellence to our clients is imperative.Our engineers have a passion for delivering an excellent client experience with impeccableattention to detail, whilst building and maintaining a positive and professional relationship with our clients at all levels of their organisation.Our Engineers understand that when they are on a client site they are committed exclusively to that client, demonstrating knowledge, and understanding of our client’s needs, constantly looking to remove issues whilst making recommendations for a better IT experience, when identified.Exuding a sense of urgency and professionalism to assist users in a personal manner is how wedefine client excellence, whilst always being a proud representative of Kocho, promoting ourbusiness and our team.

The Field Services Engineer role consists of managing incidents and requests, either face to face orover the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and servicelevel agreements are met.If contracts with clients expire you will be brought back into the team to support other OnsiteSupport requirements.

This is what we need from you:

• Provide 1st/2nd line support for all clients where assigned, either over the phone utilisingremote troubleshooting tools and techniques, or face to face on client site interactingdirectly with the customer when necessary.
• Respond to alerts if required, including testing, and troubleshooting. Provide detailedinformation on the nature of issues encountered.
• Complete initial diagnosis of all incidents, and either resolve to the customers satisfactionusing documented procedures and processes or elevate to 3rd line.
• Lead by example to set the technical standards of the Company, actively promotingoutstanding customer support.
• Support for physical/virtual servers, network and security systems, desktop environments,remote access and mobility solutions, telephony, and business applications, where this ispart of the support contract.
• Communicate with clients in a courteous, efficient, effective, and professional manner,keeping them updated and always informed.
• Have a clear and detailed understanding of how technology relates to business strategiesand goals.
• Assist in ensuring that all service agreements, delivery promises, and performancestandards are met, and client’s expectations are managed.
• Will be expected to manage stock, building endpoint devices as well as other kit as andwhen needed.
• Provide cover for onsite engineers when and where necessary, ensuring work is carried outon a BAU basis.
• When not travelling or onsite for customers, engineer will manage incidents remotely forclients’ issues and requests.
• Maintain computer systems.
• Replace parts as required.
• Guide employees or clients through a series of actions to help set-up systems and resolveissues.
• Keep computer systems running smoothing and ensure users get the maximum benefitsfrom them.
• Install and configure hardware, operating systems and applications.

Would be great if you have:

• A good level of experience in the IT industry, with any experience in the Financial /MSPsector preferable.
• VIP Support, Hedge Fund/Asset Management/Wealth Management Onsite Supportexperience.
• AD/Group Policy – Intermediate (Comprehensive experience utilising AZ900guidelines/training).
• MS365/Exchange – Intermediate (Comprehensive experience utilising MS900/AZ900guidelines/training).
• Windows Troubleshooting Skills – Expert (Comptia A+, Comprehensive experience utilisingMS900 guidelines/training).
• Hardware Laptop Troubleshooting Skills - Intermediate (Comptia A+, Comprehensiveexperience utilising MS900 guidelines/training).
• Mobile Phone Management (Endpoint Manager) – Intermediate (Comprehensive experienceutilising AZ900 guidelines/training).
• Audio Visual Equipment – Intermediate (Comprehensive experience required).
• Application Management (MS Office/Adobe Acrobat/Creative Cloud/VPN) – Intermediate(Comprehensive experience required).
• Windows Deployment (Intune/Azure, SCCM, MDT/Win 10) – Intermediate (Comprehensiveexperience utilising AZ900 guidelines/training).

You're already great with:

• Audio Visual Equipment – Logitech, Cisco, Teams, Zoom.
• Anti-Virus Experience/Portal Navigation.
• Mac OS Experience.
• Network Troubleshooting Skills – Basic.
• Bloomberg Terminal – Basic.
• Bitlocker Setup – Basic.
• Desktop Phone Troubleshooting and Setup.
• Sharepoint – Basic.
• Powershell -Basic.

We also need you to have:

• A passion to work in Information Technology deliver excellent client experience.
• Learns new technologies quickly and is eager to develop on skills.
• Excellent written and verbal communication skills, with the ability to explain technical issuesto non- technical staff at all levels of an organisation.
• Ability to prepare, present and share knowledge with colleagues and clients.
• Software and hardware troubleshooting skills.
• Highly capable with problem-solving abilities.
• Works well under pressure, in fast-paced environment,
• A professional attitude always, with exceptional work ethic.
• Excellent relationship building skills, client facing, personable, patient.
• Thorough attention to detail.
• Prides self on client excellence.
• Team player.

Kocho’s working day is between 7am – 7pm, your hours may vary between these times depending on the client site you are at. We currently have a vacancy at Kocho to provide IT engineering support at a client site in West Yorkshire (surrounding area). These hours will be an eight hour shift between 8am – 7pm.