Field Service Engineer

evoke; Wideopen; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Family leave

Retail discounts

Pension & bonus schemes

Wellbeing tools

Hybrid working

Job summary

evoke is seeking a Field Service Engineer to provide on-site technical support for our retail locations, offices, and operational sites. You will diagnose faults across EPOS systems, payment devices, displays and networking gear, install and replace hardware, and deliver planned technology rollouts.

You will carry out preventative maintenance and keep service records up to date while travelling across a geographical region.

Qualifications

• Experience as Field Service Engineer supporting multiple locations.
• Proven ability to diagnose and resolve faults across retail tech and equipment.
• Strong customer service skills and stakeholder management.
• Ability to work independently and prioritise workload across a region.
• Full UK driving licence and willingness to travel extensively.

Responsibilities

• Provide onsite technical support for retail stores and offices.
• Diagnose and resolve incidents involving EPOS, payment devices and network gear.
• Install, configure and replace hardware per company standards.
• Deliver technology rollouts, upgrades and refresh programmes.
• Carry out preventative maintenance to reduce disruptions.
• Record incidents in Service Management system and manage assets responsibly.
• Escalate complex issues and maintain ownership through resolution.
• Support store openings, relocations, refurbishments and closures.

Skills

Field service

Customer service

Problem solving

Independent worker

Full UK driving licence

Tools

EPOS systems

Retail hardware

Networking equipment

Display systems

Job description

The Field Service Engineering team plays a vital role in ensuring our betting shops remain operational, safe and ready to serve customers. We provide field-based technical support across our retail estate, maintaining the technology and equipment that enables colleagues to deliver a great customer experience every day. Working closely with Shop Operations, Retail Managers, Service Delivery, Technology teams and third-party suppliers, we respond to incidents, complete planned maintenance, install new equipment and support shop openings, closures and refurbishment programmes.

What you will be doing:

• Provide onsite technical support for retail stores, offices, racecourses and operational locations, following all security, health & safety, and company policies while working onsite.
• Diagnose and resolve incidents involving EPOS systems, payment devices, display systems, networking equipment, and peripheral devices.
• Install, configure, and replace hardware in accordance with company standards.
• Deliver planned technology rollouts, upgrades, and refresh programmes.
• Carry out preventative maintenance to reduce service disruption.
• Ensure incidents and service requests are accurately recorded and updated within the Service Management system and Manage field stock, equipment, and spare parts responsibly using our Asset system.
• Escalate complex technical issues where appropriate while maintaining ownership through to resolution.
• Support new store openings, relocations, refurbishments, and store closures.

Who we are looking for:

We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply to this post, you will have:

• Experience working as a Field Service Engineer, supporting multiple customer or retail locations, with excellent problem-solving and decision-making skills, with the ability to work independently and prioritise workload across a geographical region.
• Proven ability to diagnose and resolve faults across a range of retail technology and operational equipment. And have strong customer service skills with the ability to build positive relationships with Shop Managers, retail colleagues and third-party suppliers.
• Good understanding of hardware maintenance, equipment replacement and preventative maintenance practices. With the ability to identify root causes of equipment failures and implement effective solutions to minimise repeat incidents. And experience working within service level agreements (SLAs), balancing reactive incidents with planned maintenance and project work.
• Excellent problem-solving and decision-making skills, with the ability to work independently and prioritise workload across a geographical region. And a Full UK driving licence and willingness to travel extensively, including occasional overnight stays where business needs require.
• Good written and verbal communication skills, including maintaining accurate service records and updating stakeholders on progress.

What we offer:

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Family Support - Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Perks and discounts - Discounts at a range of high-street retailers
• Financial compensation, pension, and bonus schemes.
• Health & wellbeing - Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
• Hybrid working - Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!

More about evoke:

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

At evoke, we prioritise diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Business evoke