Field Services Engineer

Serco Limited; Exeter; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading service provider in the UK is seeking a Field Services Engineer to support and maintain IT services across operations. This role involves providing technical support, diagnosing faults, and collaborating with teams to enhance service delivery. Ideal candidates will have strong Windows and ITIL knowledge, a customer-first mindset, and the ability to drive improvements. Competitive salary and benefits align with a commitment to employee growth in a supportive environment.

Benefits

25 days annual leave plus bank holidays

Annual leave purchase scheme

Up to 6% contributory pension scheme

Flexible working options

Free onsite parking

Employee Assistance Programme

Career development training

Diversity and inclusion initiatives

Qualifications

• Strong problem-solving skills and customer-first mindset.
• Ability to work independently and collaboratively.
• Experience mentoring team members.

Responsibilities

• Provide technical support for operational and project-related issues.
• Diagnose faults, conduct maintenance, and implement upgrades.
• Lead service improvements and ensure compliance.

Skills

Strong working knowledge of Windows 10/11

Solid grasp of ITIL processes

Experience with solution rollout

Familiarity with Active Directory

Knowledge of Office 365

Hold a valid UK driving license

Must hold or be eligible to obtain SC Clearance

Job description

Serco Limited Field Services Engineer

Cambridge/Norwich area with regular travel Full Time, Permanent Salary Competitive salary plus benefits As a Field Services Engineer you’ll play a key role in supporting and maintaining both secure and non-secure IT services across our operations, ensuring our teams and clients can work confidently and effectively with robust, well-managed technology.

Responsibilities

• Provide day-to-day technical support and escalation for operational and project-related issues
• Offer expert input to Technical Delivery Managers and Project Managers on product development
• Diagnose and repair faults, conduct routine maintenance, and implement system upgrades
• Act as the go-to expert on My Technology services, offering advice, guidance, and training
• Own and resolve incidents and service requests in line with SLAs using ITIL best practices
• Work with suppliers to ensure services are maintained within agreed service levels
• Lead and contribute to service improvements, innovation, and compliance with governance frameworks
• Support field operations across a defined region and occasionally beyond
• Take part in on-call support or shift-based work as required

Personal Attributes

• A customer-first mindset and strong problem-solving skills
• Ability to work independently and as part of a collaborative team
• A proactive and solutions-driven approach
• Experience mentoring or supporting team members
• Strong ownership of tasks and commitment to completing projects

Skills & Experience

• Strong working knowledge of Windows 10/11 and managed desktop environments
• Solid grasp of ITIL processes and experience with ServiceNow or similar tools
• Experience with solution rollout, project support, and technical escalation
• Familiarity with Active Directory, Group Policy, and secure systems (CES+ desirable)
• Understanding of managed print and AV solutions
• Knowledge of Office 365, SCCM, Intune, AirWatch, Windows Server, and mobile devices (Apple & Android)
• Hold a valid UK driving license
• Must hold or be eligible to obtain SC Clearance

Why Serco

Serco’s purpose is to impact a better future – we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East. In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer

• 25 days annual leave plus bank holidays
• Annual leave purchase scheme
• Up to 6% contributory pension scheme
• Flexible working options
• Free onsite parking
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco
• A safe and supportive culture
• A company passionate about diversity and inclusion