Field Support Engineer

Xperience; Oxford; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Private Medical Insurance on probation

Salary Sacrifice Pension Scheme

Generous 30-Day Annual Holiday Entitle

Job summary

Xperience delivers IT solutions across Cloud, ERP, CRM, Managed IT and Cyber Security. The Field Services Engineer role covers onsite support mainly in Oxfordshire region, with travel around Oxfordshire, Northamptonshire and Warwickshire and potential UK-wide visits.

You'll install hardware, configure laptops/desktops, printers, and networking gear, working closely with projects and support teams. Ideal applicants have 2+ years IT support experience, customer-facing skills, a driving licence,

Qualifications

• At least two years IT Support in helpdesk or external facing role.

Responsibilities

• Perform onsite IT Support functions for the customer including Laptop/Desktop builds and configurations.

Skills

Ticket management system

IT support

Customer service

Communication

Team player

Problem solving

Ownership & detail

Driving licence

Tools

Office 365

Azure

Windows OS

DNS/DHCP/VPN

Job description

At Xperience we deliver business efficiencies through Digital Transformation.

We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That’s why we’ve got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

The Role

As a Field Services Engineer, you will provide onsite IT technical support for Xperience’s customers, primarily for our Oxfordshire based customer. Strong customer-facing and experience supporting end users face to face is essential. Ensuring the customers receive the highest level of support, working closely with the technical teams within Xperience to investigate, troubleshoot and support IT infrastructure, hardware and software across our customer locations. This role will be a multi-faceted role, with several key responsibilities to assist both the Projects and Support teams in delivering a high quality of service to our customers. The role will be predominantly field based and will include installation of new customer hardware when required, along with providing onsite IT Support visits to customers as required/scheduled.

Key Responsibilities:

• Perform onsite IT Support functions for the customer including Laptop/Desktop builds and configurations, representing Xperience face to face with our customers
• Record activities and functions performed while onsite through the Xperience Ticket Management tool, ensuring transparency, reporting accuracy and knowledge share
• Explore service improvements and innovation in the market and how these can benefit our business from an operational, services and security perspective.
• As an advocate for Xperience’s IT services, engage with, develop and manage relationships between all relevant parties, departments and customers
• Understand how both the Xperience and customer operations and procedures work to provide a high level of service
• Cover and support other Field Service Engineer onsite bookings, if required due to absence
• Onsite Laptop/Desktop Installations and User Handovers.
• Installation and Configuration of Printers, Wireless Access Points, Routers, Switches.
• Provide assistance to Project Team as required for large project rollouts and implementations.
• Onsite IT Support Visits for Enhanced Troubleshooting and routine IT Support visits. The role will be extensively field based, visiting customer locations for the installation of hardware or the provision of IT Support.
• Regular travel to customer locations is to be expected, with predominant travel being around Oxfordshire, Northamptonshire and Warwickshire but with the potential for UK-wide travel to meet business requirements.

Person Specification

• At least one year’s previous hands-on experience a ticket management system
• At least two year's IT Support experience working within an internal or external facing helpdesk support team
• Good communication skills and a “can do” attitude
• Experience of working in a customer facing environment with the ability to communicate clearly and concisely with customers
• Excellent team player
• Problem solving skills
• Ability to be resilient to issues and influences outside of their control
• Ability to take ownership and work on the detail in a real time environment
• Full driving license that enables you to drive in the UK and access to own vehicle for business purposes
• Willingness to undergo an Enhanced DBS check with Barred List if successful, due to the nature of our client sites
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
• Knowledge of Windows operating systems (Windows 10/11, Server 2022, Server 2025)
• Knowledge of computer hardware, software, security and networking
• Basic understanding of networking (DNS, DHCP, Switching, Routing, VPN)
• Office 365 and Azure Technologies

Benefits Package (*subject to specific contract terms):

• Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost*
• Salary Sacrifice Pension Scheme, 5% ER, 3% EE contributions
• Generous 30-Day Annual Holiday Entitlement (Jan-Dec)
• 8 Public Holidays
• Additional Guaranteed Birthday Leave- 1 Day
• Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice
• Enhanced Sick Pay on completion of probationary period
• Bereavement Leave Policy
• Enhanced Parental Leave Policy
• Long Service Awards commencing from 1 years’ service
• Monthly/ Annual Recognition Awards
• 36.25 hours working week
• Hybrid Working*
• Salary Sacrifice Cycle to Work Scheme*
• Salary Sacrifice EV Scheme
• Employee Referral Bonus of £1500 per hire