Field Support Engineer

Apache Associates; Greater London; On-site; GBP 36,000 - 60,000; Full time

Job summary

Apache Associates is seeking an experienced Field Support Engineer to join our technical services team. This client-facing role is hands-on, solving problems and building strong relationships with the people you support.

You will provide on-site technical support across client environments, own incidents through to resolution, and contribute to projects and improvements while travelling across the UK to client sites.

Qualifications

• Broad IT infrastructure and support experience.
• Experience with MSP or managed services environments.
• Hands-on troubleshooting across client environments.
• Strong client-facing communication and documentation skills.
• Willingness to travel across the UK; full UK driving licence.

Responsibilities

• Provide hands-on technical support at client sites, resolving issues that cannot be effectively handled remotely.
• Build relationships with client contacts and end users, becoming a trusted technical point of contact.
• Investigate recurring technical issues and proactively identify opportunities for improvement.
• Take ownership of incidents through to resolution, escalating where additional expertise is required.
• Attend urgent or short-notice client visits when necessary.
• Support technical projects including installations, migrations, deployments and infrastructure changes.
• Take ownership of smaller technical projects and changes from start to finish.
• Maintain accurate and useful technical documentation covering client environments, configurations and processes.
• Work closely with wider technical teams to improve service delivery and resolve complex issues.
• Make effective use of AI tools and automation to improve efficiency and reduce repetitive manual work.
• Participate in an out-of-hours on-call rota.

Skills

Client-facing

On-site troubleshooting

Documentation

Communication

Analytical thinking

Proactive

Time management

Tools

Microsoft 365

Entra ID

Azure

Active Directory

Networking equipment

Wi‑Fi

Backup technologies

Job description

We’re working with an established technology business that is looking for an experienced Field Support Engineer to join their technical services team.

This is a client-facing role for someone who enjoys being hands-on, solving problems and building strong relationships with the people they support. You’ll act as a trusted technical presence across a range of client environments, dealing with issues that require an onsite response while also supporting projects and driving improvements.

The Role

As a Field Support Engineer, you’ll provide hands-on technical support across client environments, working alongside wider technical and support teams.

You’ll be expected to take ownership of issues, understand the underlying problems rather than simply applying quick fixes, and identify opportunities to improve the overall IT experience.

The role will involve regular travel to client sites across the UK, so you’ll need to be comfortable working in different environments and dealing directly with both end users and senior client stakeholders.

Key Responsibilities

• Provide hands‑on technical support at client sites, resolving issues that cannot be effectively handled remotely.
• Build strong relationships with client contacts and end users, becoming a trusted technical point of contact.
• Investigate recurring technical issues and proactively identify opportunities for improvement.
• Take ownership of incidents through to resolution, escalating where additional technical expertise is required.
• Attend urgent or short-notice client visits when necessary.
• Support technical projects including installations, migrations, deployments and infrastructure changes.
• Take ownership of smaller technical projects and changes from start to finish.
• Maintain accurate and useful technical documentation covering client environments, configurations and processes.
• Work closely with wider technical teams to improve service delivery and resolve complex issues.
• Make effective use of AI tools and automation to improve efficiency and reduce repetitive manual work.
• Participate in an out-of-hours on-call rota.

Required Skills & Experience

We’re looking for someone with solid practical experience across a broad IT infrastructure and support environment, including:

• Microsoft 365
• Entra ID and Azure
• Windows Server and Active Directory
• Networking, firewalls, switching and Wi‑Fi
• Endpoint, hardware and infrastructure troubleshooting
• Backup technologies

Experience working within an MSP or managed services environment would be highly advantageous, particularly if you have experience supporting multiple client environments.

Technically, you’ll need to be a strong all‑rounder who enjoys troubleshooting and getting stuck into problems.

Just as importantly, you’ll need excellent client‑facing skills. This is not a purely technical role – you’ll be dealing with users and senior stakeholders regularly, so being approachable, professional and able to communicate technical issues clearly is essential.

We’re particularly interested in people who:

• Take ownership and see issues through to completion.
• Have strong analytical and troubleshooting skills.
• Are proactive rather than waiting for problems to land on their desk.
• Can work independently and manage competing priorities.
• Know when to escalation and are comfortable asking for support when required.
• Have strong communication and documentation skills.
• Are comfortable working directly with clients and senior stakeholders.
• Have a genuine interest in using AI and automation to work more efficiently.
• Are flexible regarding travel and working across different client environments.

A full UK driving licence is essential.

This is a great opportunity for an experienced Support Engineer who wants a role that combines hands‑on technical work, client engagement and project delivery, rather than being purely desk‑based.

You’ll have the opportunity to work across a varied range of technologies and environments, build strong client relationships and play an important role in improving the quality and reliability of the IT services being delivered.

If you’re an experienced IT Support / Infrastructure Engineer who enjoys working with clients and wants a role with plenty of variety, we’d be keen to hear from you.