Field Services Engineer-MyTechnology

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Field Services Engineer to provide top-notch technical support in the London area. This full-time role involves troubleshooting and maintaining hardware and software, ensuring seamless operations in a dynamic environment. Ideal candidates will have a strong background in desktop engineering and ITIL practices, along with a commitment to service excellence. Join a supportive team where your contributions will significantly impact the business and enjoy opportunities for career growth and development. Embrace a culture that values diversity and inclusivity while delivering vital services across various sectors.

Benefits

Annual Leave Plus Bank Holidays

Pension Scheme

Free Onsite Parking

Health and Wellbeing Benefits

Career Development Opportunities

Qualifications

• 2+ years of experience in desktop engineering with a focus on technical support.
• Knowledge of ITIL practices and Active Directory is essential.

Responsibilities

• Respond to incidents and requests via ServiceNow within SLAs.
• Install, configure, and maintain hardware and software systems.

Skills

Desktop Engineering

ITIL Practices

Active Directory

Problem-Solving

Technical Support

Education

SC Clearance

Valid UK Driving License

Tools

ServiceNow

Windows

Managed Print Solutions

AV Solutions

Job description

Social network you want to login/join with:

Field Services Engineer-MyTechnology, London

Client:

Serco

Location:

London, United Kingdom

Job Category:

-

EU work permit required:

Yes

Job Reference:

f159af4b996c

Job Views:

3

Posted:

02.05.2025

Expiry Date:

16.06.2025

Job Description:

Field Services Engineer
London area – with regular travel
Full time, Permanent
Salary: £, - £, dependent on experience

Here at Serco, we are seeking an ambitious and enthusiastic Field Services Engineer to deliver technical support to users and organisations for the My Technology standard services. This involves ensuring that service requests are handled appropriately, the live service environment operates smoothly, and maintenance aligns with the SIAM process model.

In this key role, you will act as subject matter experts (SMEs) in your specialised areas, providing technical assistance, advice, and training related to ordering My Technology standard services. This includes supporting complex or expert use of the services and determining the most suitable variant to meet specific business needs. Additionally, you will provide expertise and support for incidents or post-incident reviews and have operational responsibility for both secure and non-secure services.

As part of this you’ll:

• Respond to day-to-day incidents and requests via the ticketing system ServiceNow to meet business needs within SLAs.
• Install, configure, troubleshoot, and maintain hardware, software, and network equipment focusing on Windows and environments up to a third line level.
• Diagnose and resolve technical issues efficiently, minimising downtime and maximising productivity.
• Provide preventative maintenance to ensure the optimal performance and reliability of IT systems and AV equipment.
• Build strong working relationships with stakeholders, understanding their needs and exceeding expectations.
• Explain technical issues and solutions clearly to clients in an understandable manner.
• Collaborate with internal and external teams, including network engineers and software specialists, to resolve complex problems.
• Support and promote service excellence, seeking continuous improvement to enhance customer satisfaction.
• Document all service activities and maintain accurate records for future reference.
• Complete admin tasks such as timesheets and expenses accurately and timely.

What you’ll need to do the role:

• At least 2 years of desktop engineering experience.
• Valid UK driving license.
• SC clearance or the ability to obtain it.
• Experience with managed desktop environments.
• Knowledge of ITIL practices.
• Knowledge of Active Directory and group policy.
• Understanding of CE+ accreditation process.
• Experience with solution rollout to end users.
• Knowledge of managed print solutions and AV solutions for conference rooms.

Why Serco:

Meaningful work that impacts the business, offering opportunities for growth within a global company delivering vital services across sectors. Join a motivated, supportive environment with experienced colleagues committed to excellence.

What we offer:

• Days of annual leave plus bank holidays.
• Annual leave purchase scheme.
• Up to 6% contributory pension scheme.
• Free onsite parking.
• Discounts on cinema, entertainment, shopping, mobile plans, and leisure memberships.
• Health and wellbeing benefits including Employee Assistance Programme, Health Cash Plans, free flu jabs, and more.
• Career development opportunities including training, leadership coaching, and formal studies.
• A safe, inclusive, and diverse work culture.