Field Services Engineer

ECS Resource Group; Swindon; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Company vehicle

Laptop

Mobile phone

Fuel card

Job summary

ECS Resource Group is seeking an experienced Field Services Engineer to deliver on-site and desk-side IT support across customer environments. The role is home-based with regular travel to Swindon-area sites, serviced by a central PMO allocation.

Expect hardware/software troubleshooting, ITIL-aligned processes, and strong customer-facing delivery. You will travel to multiple customer sites, provide end-to-end incident handling, and support BAU IT tasks with a customer-focused approach.

Qualifications

• Experience in Field Services, Desk Side, Desktop Support or IT Support Engineer roles.
• Strong hardware and software troubleshooting ability.
• Experience in multi-vendor or complex IT environments is advantageous.
• Good understanding of ITIL best practice.

Responsibilities

• Provide desk-side and field-based IT support across multiple customer sites.
• Troubleshoot desktop, hardware and software issues.
• Take end-to-end ownership of incidents and service requests.
• Provide regular updates on open tickets and ensure SLAs are met.
• Attend scheduled customer Tech Bars / IT surgeries.
• Provide planned and unplanned cover for Site Engineers when required.
• Investigate issues and escalate to 3rd Line Support as needed.
• Build strong relationships with end users and deliver excellent customer experience.
• Work in line with customer processes and ITIL best practices.
• Support continuous improvement across service delivery.

Skills

Field services experience

Desktop support

Hardware troubleshooting

Software troubleshooting

ITIL awareness

Communication skills

Time management

Driving licence

Job description

Field Services Engineer

Location: Home Based / Field Based, travel to customer sites around Swindon

Hours: 37.5 hours per week, typically 7.5 hours per day

Equipment Provided: Company vehicle, laptop and mobile phone & fuel card

Security Clearance: Required - or we can put you through this if successful

We're looking for an experienced Field Services Engineer to join a growing IT services team, providing on-site technical support across a range of customer environments.

This is a home-based position, however you will be allocated to different customer sites by a central PMO team depending on business requirements. You'll therefore need to be comfortable travelling regularly and working across multiple customer environments.

The role will involve a mixture of desk-side support, field services, hardware and software troubleshooting, Tech Bar support and general BAU IT support.

Key Responsibilities

• Provide high-quality desk-side and field-based IT support across multiple customer sites


• Troubleshoot and resolve common desktop, hardware and software issues


• Take end-to-end ownership of incidents and service requests


• Provide regular updates on open tickets and ensure SLAs are met


• Attend scheduled customer Tech Bars / IT surgeries


• Provide planned and unplanned cover for Site Engineers when required


• Investigate technical issues and escalat e appropriately to 3rd Line Support


• Build strong relationships with end users and provide an excellent customer experience


• Work in line with customer processes, procedures and ITIL best practice


• Support continuous improvement across service delivery

What We're Looking For

• Previous experience within a Field Services, Desk Side, Desktop Support or IT Support Engineer position


• Strong hardware and software troubleshooting experience


• Experience working within multi-vendor or complex IT environments would be advantageous


• Good understanding of ITIL best practice


• Excellent communication and customer service skills


• Ability to manage and prioritise your own workload


• Confident working independently across different customer environments


• Flexible and comfortable with regular travel to different customer sites


• Security Clearance required


• Full UK driving licenceThere may occasionally be requirements to travel further afield and stay overnight, with hotel accommodation provided.

This is a great opportunity for someone who enjoys a varied role, working with different customers, technologies and environments, rather than being based at the same site every day.