IT Field Engineer – Peterborough

S.N.G Healthcare Group Ltd; Peterborough; On-site; GBP 32,000 - 42,000; Full time

Job summary

S.N.G Healthcare Group Ltd is seeking an IT Field Engineer in Peterborough to provide on-site and remote support for customer incidents and service requests within an assigned region.

You will travel to client sites, deliver first- and second-line support, and maintain devices, networks, and IT infrastructure while following ITIL-aligned processes and maintaining strong customer service.

Qualifications

• Provide first- and second-line IT support to customers.
• Perform on-site visits and remote support across designated region.
• Ensure incidents follow ITIL-aligned processes and escalate as needed.
• Maintain assets, software licenses, and configuration records.
• Deliver high-quality customer service and effective communication.

Responsibilities

• Provide first-line and second-line support for incidents and service requests through site visits, telephone, email, and self-service channels.
• Deliver on-site support to designated customer locations and travel across the region, and occasionally further afield, as required.
• Maintain excellent customer service when dealing with users and stakeholders, recognising the priority and impact of issues in the wider context of IT service delivery.
• Escalate incidents and service issues to the appropriate support tier or manager where required.
• Keep up to date with technical developments to maximise first-time fix rates and service quality.

Skills

1st/2nd line support

On-site visits

ITIL processes

Customer service

Remote support

Asset management

Printer/MFD support

Network basics

User access management

Job description

Our client is a well-established MSP based in Peterborough; due to continued growth and expansion they are looking to recruit an IT Field Engineer, reporting directly to their Regional Team Leader you will provide first and second-line support on-site and remote support for customer incidents and service requests across an assigned region.

You will need access to your own vehicle for this position.

Main Duties and Responsibilities include:

• Provide first-line and second-line support for incidents and service requests through site visits, telephone, email, and self-service channels.
• Deliver on-site support to designated customer locations and travel across the region, and occasionally further afield, as required.
• Maintain excellent customer service when dealing with users and stakeholders, recognising the priority and impact of issues in the wider context of IT service delivery.
• Comply with incident, request, change, and major incident processes and all other documented ITIL-aligned procedures.
• Escalate incidents and service issues to the appropriate support tier or manager where required.
• Keep up to date with technical developments to maximise first-time fix rates and service quality.
• Support the development of ICT-related policies, standards, and working practices.
• Maintain the performance of end-user devices and peripherals such as wireless devices, printers, whiteboards, projectors, and classroom technology.
• Develop and maintain a strong working knowledge of our clients’ services, supported systems, and customer environments.

Technical Responsibilities:

• Support reliable operation of customer networks, devices, and local infrastructure
• Ensure agreed service levels and key performance indicators are met.
• Assist with compliance relating to data protection, software licensing, and security controls.
• Support procurement activity and liaise with suppliers where directed.
• Install, remove, and configure software and hardware as required.
• Maintain accurate asset and configuration records in the relevant systems.
• Support printer and MFD services, including liaison with suppliers and engineers.
• Manage user access to systems and information on site and remotely where appropriate.
• Support IT services during events or out-of-hours activity where required.

Hours - Monday to Friday - 8am – 4pm