Field Service Engineer - IT Break Fix

A&O IT Group; Greater London; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Company vehicle

Fuel costs provided

Job summary

A&O IT Group is seeking a field engineer to deliver onsite IT support and hardware break/fix services across customer contracts. The role covers diagnosis, repair, DSS support and parts handling with strong focus on customer service and safe working.

This mobile field position is based across the UK mainland with travel to customer sites, parts collection points, and adherence to service levels. The role requires a UK driving licence and flexibility for overtime when required.

Qualifications

• Experience diagnosing and repairing PC and laptop hardware in a customer-facing support role.
• DSS skills including desk-side support and troubleshooting of common hardware, software and peripherals.
• Experience re-imaging devices and deploying them to end users is advantageous.
• HP or other vendor hardware break/fix certifications are advantageous.
• Ability to follow technical manuals, use diagnostic tools and resolve incidents independently.
• Clear communication with customers and support teams; keep accurate ticket notes.
• Full UK driving licence with willingness to travel to customer sites beyond home area.
• Overtime may be required to meet operational needs.
• Comfortable working to repair targets and maintaining customer care.

Responsibilities

• Attend assigned customer sites within the service area to diagnose and resolve hardware and IT incidents.
• Carry out onsite repairs and component replacements on desktops, notebooks, Chromebooks, thin clients, displays and docking devices.
• Collect allocated parts from pickup/drop-off points and record parts in the process.
• Use diagnostic tools to identify root cause, complete repairs and record outcomes.
• Keep customers informed during visits and report issues through escalation channels.
• Update work orders promptly with actions taken, parts used and visit outcomes.
• Follow site rules, health and safety procedures, information security requirements and conduct standards.

Skills

PC hardware repair

DSS support

Device imaging

HP certifications

Technical manuals

Customer communication

UK driving licence

Travel flexibility

Overtime readiness

Safety compliance

Job description

LOCATION: London, inside M25

Company vehicle and fuel costs are provided.

6 month rolling contract

We are looking for a field engineer to deliver onsite IT support and hardware break/fix services across A&O customer contracts. The role covers diagnosis, repair, DSS support, parts handling and accurate ticket updates, with a strong focus on customer service and safe working.

We are looking for a field engineer to deliver onsite IT support and hardware break/fix services across A&O customer contracts. The role covers diagnosis, repair, DSS support, parts handling and accurate ticket updates, with a strong focus on customer service and safe working.

Key responsibilities

• Attend assigned customer sites within the agreed service area to diagnose and resolve hardware and end-user IT incidents.
• Carry out onsite repairs and component replacements on supported desktops, notebooks, Chromebooks, thin clients, displays and docking devices, following the applicable manufacturer and contract procedures.
• Collect allocated parts from designated pickup and drop off points, check them, and handle parts and records in line with the agreed process.
• Use the relevant diagnostic tools and applications to identify the root cause, complete the repair and record the outcome.
• Keep the customer informed during the visit; report access problems, unavailable customers, incorrect or delayed parts, and additional parts needs through the prescribed support and escalation channels.
• Update work orders promptly and accurately, including actions taken, parts used, visit outcome and information needed for closure and service level reporting.
• Follow customer site rules, health and safety procedures, information security requirements and A&O conduct standards; carry A&O identification when attending site.

Skills and experience

• Practical experience diagnosing and repairing PC and laptop hardware in a customer-facing support role.
• DSS skills, including desk-side support for end users, device setup and troubleshooting of common hardware, software and peripheral issues.
• Experience re-imaging devices and deploying them to end users is advantageous.
• Existing HP or other vendor certifications in hardware break/fix are advantageous.
• Ability to follow technical manuals, use diagnostic tools and work through incidents independently while knowing when to elevate.
• Clear communication with customers and support teams, with accurate written ticket notes.
• Full UK driving licence with no more than three penalty points. Candidates must be willing to travel frequently to customer sites beyond their home area, sometimes over substantial distances.
• Flexibility to work overtime where required to meet operational and customer needs.
• Comfortable working to response and closure targets while maintaining repair quality and customer care.

Required compliance and training

• HP SQ 24 PC and SQ 22 Chrome certifications, or ability to complete these before carrying out relevant HP work; complete any other contract-specific training as required.
• Appropriate background checks, customer induction and site access documentation where required.
• Use strong passwords and comply with applicable customer and A&O information security rules on devices used for service work.

Working arrangements

This is a mobile field role covering customer sites across the UK mainland. Work will not be limited to the engineer’s home area, and regular travel to other areas and designated parts collection points is expected. Weekday service delivery excludes public holidays; overtime may be required.

ABOUT US:

A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.