IT Field Engineer

Oak Furnitureland; Swindon; Sur place; GBP 36 000 - 44 000; Plein temps

Avantages offerts par ce poste

Employee discount

Life assurance

25 days holiday plus bank holidays

Birthday day off

Hybrid working

Pension

Employee Assistance Programme

My Rewards Programme

Free on-site parking

Résumé du poste

Oak Furnitureland is seeking a Field Services Engineer to keep our technology across showrooms, depots, warehouses and Head Office robust and secure. You will provide hands-on, on-site support, pick up escalated work from the service desk, and deliver infrastructure projects and new site setups.

You will collaborate with Retail, Logistics and Visual Merchandising teams while coordinating contractors on cabling, electrical work and IT equipment installation to ensure top-class technical support

Qualifications

• Proven field services experience in multi-site environments.
• Experience supporting retail IT hardware and software.
• Strong networking and on-site diagnostic skills.

Responsabilités

• Provide on-site technical support to showrooms, depots and warehouses.
• Escalate issues from first/second line and coordinate with service desk.
• Replace faulty hardware and manage asset returns.
• Install and configure cabling, patch panels, and IT equipment for new sites.
• Maintain CCTV, door access, and security systems.
• Coordinate shop fitters and contractors on site installations.
• Perform periodic site health checks on network and critical systems.
• Keep accurate task notes in ITSM and update stakeholders.

Connaissances

Field IT support

Retail IT knowledge

Networking fundamentals

On-site diagnostics

Outils

Jira

SOTI/Intune

Cisco Meraki

CCTV systems

Description du poste

Coventry, Gateshead, Leeds Birstall, Llandudno, Nottingham, Plymouth, Swindon - HQ, Watford

Ref 1365 Department IT | IT Technical Location Coventry, Gateshead, Leeds Birstall, Llandudno, Nottingham, Plymouth, Swindon - HQ, Watford Employment type Full-time Salary £40,000 Description

Oak Furnitureland is a beloved British furniture retailer with a passion for helping people create their dream homes. We are committed to providing exceptional quality and stylish furniture at accessible prices. As we continue to grow and evolve, we're looking for a Field Services Engineer to keep the technology in our sites running smoothly.

Location: Field based, covering sites across the UK

Reporting to: IT Manager

Direct reports: None

Working Times: 9am to 5.30pm

Out-of-Hours: Occasional evening and weekend work to avoid disruption during trading hours, with time off in lieu agreed in advance.

Travel: Regular travel between showrooms, depots, warehouses and Head Office, with overnight stays as necessary. A full, clean UK driving licence is essential.

Vehicle: Company-provided small van, with a set of common spare equipment.

ROLE PURPOSE

The Field Services Engineer keeps the technology across Oak Furnitureland's showrooms, depots, warehouses and Head Office robust, reliable and secure. The role is the critical link between our central IT function and our front-line colleagues, making sure the technology supporting our customer experience is ready for trading every day.

As part of the Field Engineering team, which sits alongside the IT Support team under the IT Manager, you will provide hands-on, on-site support, pick up work escalated from the service desk, and deliver infrastructure projects and new site setups. You will act as the custodian of physical IT security across our sites, working to the network and security standards set by the Head of Technology and the Cyber Governance and Risk Manager.

You will collaborate closely with our Retail, Logistics and Visual Merchandising teams, and coordinate shop fitters and contractors on cabling, electrical work and IT equipment installation, to deliver high standards of technical support, project execution and proactive maintenance.

CORE RESPONSIBILITIES

On-Site Support

• Provide comprehensive on-site technical support to showrooms, depots and warehouses, diagnosing and resolving hardware, software and connectivity issues to minimise downtime and keep sites trading.
• Pick up on-site work escalated from 1st and 2nd Line, including business application issues that need a site visit.
• Support warehouse and vehicle technology on site, including handheld scanning terminals.
• Swap out faulty equipment, manage hardware replacements and support returns of faulty payment devices.
• Help showroom and depot colleagues with day-to-day technical challenges, such as printing, scanning and completing sales.

Health Checks & Proactive Maintenance

• Carry out periodic health checks of site connectivity and critical systems, including POS, tablets, audio and digital signage, to guarantee readiness for peak weekend trading.
• Carry out periodic hands-on server room checks, including UPS, air conditioning, satellite connectivity and distribution switches.
• Carry out Wi-Fi signal strength audits and remediation to the standards set by the Head of Technology.
• Physically recover network devices that do not come back online after planned reboots or firmware updates.

New Sites & Projects

• Deliver the end-to-end on-site technical setup for new showrooms and depots, following our new site playbook, including comms cabinets, patching, hardware installation and testing for opening day.
• Deploy infrastructure projects, including CCTV installations, payment device upgrades, footfall counters and Wi-Fi access point replacements, with high-quality workmanship and accurate configuration.
• Carry out site installations, including structured cabling, equipment mounting, comms cabinets and server rooms.
• Assist with installations at Head Office, including meeting room equipment.
• Coordinate shop fitters, cabling contractors and suppliers on site for cabling, electrical work and IT equipment installation.
• Provide proactive updates on the status of all tasks and projects, flagging risks or delays with proposed remedial actions.

Range Changes & Site Changes

• Collaborate with the Visual Merchandising team during range changes to relocate network sockets and manage cabling for POS terminals, keeping sites safe and attractive for customers.

Site Systems

• Own footfall counters end to end, including installation, faults and changes.
• Support showroom technology, including TVs and music systems.
• Manage site-installed CCTV hardware, provide input to CCTV data protection impact assessments, and retrieve footage on site where remote access is not possible.
• Manage door access control systems, including controller replacements, server connectivity and the Head Office door security system.

Security & Business Continuity

• Act as the primary custodian for physical IT security across our sites, carrying out physical security checks during site visits.
• Carry out security checks on CCTV equipment, making sure cameras and recorders are secure, working correctly, protected from tampering and running up-to-date firmware, with access limited to authorised users, and that cameras only capture the areas agreed with the Head of Compliance.
• Implement security hardening for local network hardware and maintain 100% patching compliance for site infrastructure, applying firmware updates on site where they cannot be done remotely.
• Handle personal data, including CCTV footage and data held on devices, in line with company policies, procedures and regulatory requirements.
• Work as part of the SIT team during cyber security incidents, carrying out containment and resolution actions under the instruction of the Head of Technology.
• Take part proactively in cyber security mitigation tasks, such as hardening site equipment and applying fixes identified through security reviews.
• Provide on-site support during major incidents and Head Office disaster recovery, working under the direction of the IT Manager as Incident Manager.
• Maintain the readiness of low-tech manual workaround kits, such as offline sales pads, for immediate use during system outages.

Assets & Records

• Carry out regular on-site asset audits against the hardware asset register, updating it after installs, swaps and removals.
• Manage spares stock and arrange the responsible disposal of old equipment.
• Keep site records and comms cabinet photos up to date to support network documentation.
• Raise equipment purchase requests for site work and projects.

Planning & Cover

• Plan field work efficiently across the sites you cover.
• Provide cover for the other Field Services Engineer during absence, peak demand or major projects.
• Work outside normal hours and at weekends when needed to avoid disruption to IT services during trading, such as installations, range changes, new site openings and infrastructure changes, with time off in lieu agreed in advance.

Ways of Working

• Follow change management processes, raising and completing changes through the Change Advisory Board (CAB) for site infrastructure work, installations and range changes.
• Keep tickets and job records up to date in the ITSM system, with clear notes on work carried out, so the service desk and IT Manager have an accurate view of progress.

Training & Continuous Improvement

• Empower showroom and depot colleagues through on-site IT training, fostering a culture of digital confidence.
• Contribute to the knowledge base and the continuous improvement of the new showroom and depot playbook, sharing learnings from site work.
• Research emerging networking and security technologies through industry expos and supplier meetings, and suggest improvements that drive efficiency and security.

Vehicle, Tools & Safety

• Take responsibility for your company-provided small van, taking every care to avoid damage and keeping it secure at all times.
• Keep the van stocked with a standard set of common spare equipment, tools and consumables, replenishing stock after use.
• Carry out regular vehicle safety checks and arrange servicing and maintenance, keeping the vehicle and tooling to a high standard.
• Comply with the company's vehicle policies.
• Comply with all health and safety requirements while travelling and working on site.

SKILLS & EXPERIENCE

Essential

• Proven experience in a field services or multi-site IT support role, preferably within a retail, logistics or warehouse environment.
• Proven hands-on experience configuring, managing and troubleshooting Cisco Meraki networks.
• Solid understanding of structured cabling, patching and physical infrastructure installation.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP) and connectivity hardware, including routers, switches and 4G/5G failover devices.
• Hardware diagnosis and repair skills for PCs, printers, POS and peripheral devices.
• Experience using an IT service management tool, such as Jira, and a mobile device management platform, such as SOTI or Intune.
• Understanding of safe working practices on site, including working at height with ladders and access equipment.
• Ability to work alone on site, managing your own schedule across multiple locations.
• Full, clean UK driving licence.

Desirable

• Experience with Ubiquiti UniFi CCTV systems (training can be provided).
• Experience with CCTV, door access control and footfall counting systems.
• Experience supporting handheld scanning devices in warehouse or vehicle environments.
• Experience coordinating third-party contractors or suppliers during site fits.
• Experience supporting payment devices (PEDs) in a retail environment.
• IPAF or PASMA certification for working at height.
• Relevant certification, such as CompTIA A+ or Network+.

Benefits:

• Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
• Life assurance: free cover of a minimum of two times your annual salary up to the age of 65
• 25 days holiday per year plus bank holidays
• Birthday: an additional day off for you to celebrate your birthday
• Hybrid working
• Pension: 4% employee contribution matched by the company
• Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
• My Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidays
• Free on-site parking