Field Services Engineer

Serco Group Plc; Exeter; On-site; GBP 30,000 - 45,000; Full time

Job summary

A public service organization is seeking a Field Services Engineer to support and maintain IT services across operations. The ideal candidate will have over 2 years' experience, a strong knowledge of Windows 10/11, and a valid UK driving license. The role involves diagnosing faults, providing day-to-day technical support, and contributing to service improvements. This is a full-time position based in Exeter with competitive salary and benefits.

Benefits

Competitive salary

Benefits package

Qualifications

• 2+ years’ experience as a desktop or field engineer.
• Strong working knowledge of Windows 10/11.
• Experience with solution rollout and project support.

Responsibilities

• Provide technical support for operational and project-related issues.
• Diagnose and repair faults across services.
• Lead service improvements and compliance with governance.

Skills

Desktop or field engineering experience

Windows 10/11 knowledge

ITIL processes understanding

ServiceNow or similar tools experience

Active Directory familiarity

Office 365 knowledge

Valid UK driving license

Job description

Cambridge/Norwich area with regular travel. Full Time, Permanent. Salary: Competitive salary plus benefits.

Here at Serco, we are dedicated to delivering critical public services in areas that have a real impact on people's lives. 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.

You will act as a hands‑on technical expert, providing 3rd line support, fault resolution, and proactive system maintenance across a wide range of services within the My Technology environment. From diagnosing and repairing complex issues to collaborating with service and delivery teams, you'll be a crucial part of delivering service excellence and continual improvement.

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.

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 five 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

• 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

• 2+ years’ experience as a desktop or field engineer.
• 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, Disability Confident.

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.

Serco's purpose is to impact a better future.