Field Services Engineer: On-site IT Support & Travel

Lucid Connect Ltd; Glasgow; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

23 days annual leave

Life assurance

Ongoing training and development

Supportive team environment

Variety of enterprise IT environments

Job summary

Lucid Connect Ltd is seeking a customer-focused Field Services Engineer to act as a product-area specialist for customer systems, supporting hardware and software maintenance calls and implementations within SLAs. The role includes backfill for Site Engineers, attending Customer Tech Bars, and travel with hotels provided as needed.

The successful candidate will bring Field Support experience, strong Windows and Microsoft 365 skills, and a proactive approach to incident ownership and continuous

Qualifications

• Previous experience in a Field Support role.
• Strong knowledge of Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent troubleshooting and diagnostic skills.
• Strong verbal and written communication skills.

Responsibilities

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer’s process and procedures.
• Positively promote the IT Team in order to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
• Provide ‘end to end’ ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
• Investigate and resolve common desktop issues in order to ensure business continuity.
• Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Support others in the team in the achievement of their objectives.

Skills

Field support

Windows OS

Microsoft 365

Troubleshooting

Communication

Workload management

Customer focus

ITIL

Multi-vendor support

Escalations

Tools

Microsoft 365

Job description

Lucid Connect Ltd is seeking a customer-focused Field Services Engineer to act as a product-area specialist for customer systems, supporting hardware and software maintenance calls and implementations within SLAs. The role includes backfill for Site Engineers, attending Customer Tech Bars, and travel with hotels provided as needed.

The successful candidate will bring Field Support experience, strong Windows and Microsoft 365 skills, and a proactive approach to incident ownership and continuous