Field Services Engineer (Level 2) - Fixed Term

Jacobs; Birmingham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the engineering sector seeks an IT Field Services Engineer to enhance IT support at diverse sites throughout Birmingham. The ideal candidate will demonstrate excellent customer service skills and possess a strong problem-solving attitude to ensure seamless IT operations and service continuity for end users.

Benefits

Free medical cover

Enhanced parental leave pay

Membership of employee assistance programmes

Funding for professional development courses

Qualifications

• Solid experience in L2 IT support.
• Ability to explain technical concepts to non-technical users.
• Experience with EUC environments.

Responsibilities

• Hands-on L2 end-user IT Support at various Amentum sites.
• Diagnose and resolve hardware and software issues.
• Deliver technical training to end-users.

Skills

Customer Service

Problem-Solving

Technical Troubleshooting

Communication

Basic Networking Knowledge

Microsoft 365 Skills

Education

ITIL service management qualification

Prince2 project management qualification

Tools

IT ticketing system

Microsoft Azure

SCCM

Active Directory

Job description

We'll inspire and empower you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow. With more than 55,000 people in 40+ countries, working with us offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities.

People are our greatest asset, and we offer a competitive package to retain and attract the best talent.

In addition to the benefits you’d expect, UK employees also receive free single medical cover and digital GP service, family-friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations.

Work-life balance and flexibility is a key focus area for us. We’re happy to discuss hybrid, part-time and flexible working hours, patterns and locations to suit you and our business.

About the opportunity:

We are seeking a dynamic and customer-focused IT Field Services Engineer to join our amazing Amentum enterprise IT support team, working alongside other L1, L2 and L3 team members.
This is a full-time role and highly mobile in nature, alternating between a diverse range of Amentum sites, providing ‘on the ground’ presence and ensuring service continuity for our end users.

The target candidate will possess an established and solid ‘L2 IT support’ skillset and a ‘can-do’, highly proactive and energised attitude.

This role is crucial to the ongoing development of IT’s engagement with the business, and as such, will report to the Business Relationship Manager (BRM). The target candidate will support the BRM function (inc. liaison with the Incident, Problem, Change and Demand Manager) by helping develop proactive advice & guidance materials, communications and training videos that help minimise site-based issues and bolster service continuity.

Key Responsibilities

• Highly Mobile, covering various Amentum sites (inc. other sites, where appropriate)
• Hands-on, L2 end-user IT Support
• Utilises our ITSM ticketing system
• Diagnose and resolve hardware and software issues, including device swap-outs
• Deliver technical training and education to end-users as part of our Tech Bar programme
• Provide VIP support to key stakeholders
• Technical Troubleshooting
• End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications including meeting room facilities (video conferencing), fixed and mobile telephony
• Act as local "hands & eyes" support for other second and third-line support colleagues and external partners
• Assist with IT security incidents
• Collaborate with the Facilities Management team to maintain on-site service and physical security, e.g. building access control / building management system (BMS)
• Manage stock inventory of IT equipment
• General ticket management, ensuring all tickets are dealt with in a timely and professional manner
• Service Improvement and Collaboration:
• Proactively suggest and implement service improvements
• Actively supports the BRM programme
• Participate in IT Project Delivery, working closely with Project Managers and other project team members

Essential Skills and Attributes

• Excellent customer service and communication skills
• Strong problem-solving and troubleshooting abilities
• A "can-do" attitude and a positive, enthusiastic approach
• Willingness to undertake funded and self-paced training, to enhance skills & experience
• Ability to work independently and as part of a team
• Professional and presentable demeanour
• Ability to explain technical concepts to non-technical users
• Ability to work in a fast-paced environment
• Ability to work well under pressure
• A fun and engaging attitude
• Experience with IT ticketing systems
• Basic networking knowledge
• Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)
• Cloud Platform experience, particularly Microsoft Azure
• Strong Microsoft 365 (inc. Office 365) skills and experience
• Experience with Video Conferencing and telephony systems
• Understanding of IT Projects

Desired Skills & Experience

• ITIL service management qualification
• Prince2 project management qualification

Our Culture

Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more

We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we’re more connected, and if we are diverse, we’re more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity – ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women’s – find out more about our employee networks here.

We partner with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visitwww.vercida.comto view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role

If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), pleasecontact the team.