IT Field Service Support Engineer

Jobtailor; Milton Keynes; On-site; GBP 28,000 - 42,000; Full time

Job summary

Jobtailor is seeking a skilled 2nd line desktop support specialist to assist employees across multiple southern England sites. The role covers hardware, software, printers, and mobile devices, with executive support for senior staff.

You will manage ServiceNow tickets, contribute to hardware refreshes, and help with IT deployments and office relocations. You will administer Active Directory, support Windows 11 and Mac OS X, and work with tools like SCCM, Intune/AutoPilot, and Exchange.

Qualifications

• IT industry experience.
• Excellent written and verbal communication skills.
• Ability to interact confidently with clients and colleagues.
• Ability to work in a team and independently with minimal supervision.
• Logical thinking and strong problem-solving skills.
• Strong interpersonal and prioritisation skills.
• Ability to follow processes and work proactively under pressure.
• Patience and empathy when dealing with customers and colleagues.

Responsibilities

• Provide 2nd line desktop support to employees across Group and HUK&I locations in southern England.
• Deliver onsite support for hardware, software, printers, and mobile devices.
• Provide ad hoc executive support to senior management and VVIPs.
• Collect, deliver, and deploy IT hardware across southern offices.
• Manage tickets using ServiceNow ITSM.
• Support hardware refreshes, deployments, and technology rollouts.
• Assist IT team members with difficult or recurring incidents and issues.
• Support office openings, acquisitions, integrations, and relocations from an IT perspective.
• Perform advanced troubleshooting and root cause analysis.
• Liaise with and delegate tasks to relevant escalation teams.
• Perform basic network troubleshooting.
• Own unresolved issues and coordinate their escalation.
• Maintain deployment schedules, site visit plans, and inventory records.
• Provide advanced support for Apple and Android mobile devices.
• Administer Active Directory users and computers.
• Support Windows 11 and Mac OS X.
• Participate in ad hoc support requests, desk moves, and desk-side support.
• Support the business outside core business hours, including weekends when necessary.
• Maintain accurate performance, HR, terms and conditions records, and correspondence.

Skills

2nd line desktop support

Active Directory administration

Windows 11

Mac OS X

Apple Business Manager

SCCM

MS AutoPilot

MS CoPilot

Microsoft Exchange

ITIL Best Practice

ServiceNow ITSM

Remote supportTools

Customer service

Education

ITIL Foundation V4

Relevant Professional IT Qualifications

Tools

Microsoft Teams

Zoom

Webex

Job description

Responsibilities

• Provide 2nd line desktop support to employees across Group and HUK&I locations in southern England
• Deliver onsite support for hardware, software, printers, and mobile devices
• Provide ad hoc executive support to senior management and VVIPs
• Collect, deliver, and deploy IT hardware across southern offices
• Manage tickets using ServiceNow ITSM
• Support hardware refreshes, deployments, and technology rollouts
• Assist IT team members with difficult or recurring incidents and issues
• Support office openings, acquisitions, integrations, and relocations from an IT perspective
• Perform advanced troubleshooting and root cause analysis
• Liaise with and delegate tasks to relevant escalation teams
• Perform basic network troubleshooting
• Own unresolved issues and coordinate their escalation
• Maintain deployment schedules, site visit plans, and inventory records
• Provide advanced support for Apple and Android mobile devices
• Administer Active Directory users and computers
• Support Windows 11 and Mac OS X
• Participate in ad hoc support requests, desk moves, and desk-side support
• Support the business outside core business hours, including weekends when necessary
• Maintain accurate performance, HR, terms and conditions records, and correspondence

Requirements

• IT industry experience
• Understanding of excellent customer service and a “can do” attitude
• Excellent written and verbal communication skills
• Ability to interact confidently with clients and colleagues
• Ability to work in a team and independently with minimal supervision
• Logical thinking and strong problem-solving skills
• Strong interpersonal and prioritisation skills
• Ability to follow processes and work proactively under pressure
• Patience and empathy when dealing with customers and colleagues
• Good understanding of Apple smartphones and tablets
• Strong Microsoft Office background
• Strong Windows background
• Familiarity with Microsoft Teams, Zoom, Webex, and similar collaboration tools
• Knowledge of Microsoft Windows 11, Active Directory, CoreView, Microsoft Exchange, Office365, Mimecast, Microsoft Teams, Apple Business Manager, Zoom, SCCM, MS AutoPilot, MS CoPilot, ITIL Best Practice, remote support tools, and incident, request, problem, and change management
• Knowledge of administrative and clerical procedures
• Relevant professional IT qualifications
• ITIL Foundation V4
• Compliance with FCA requirements and company policies

Core Competencies

Demonstrates expertise in providing 2nd line desktop support, advanced troubleshooting, and managing IT hardware deployments. Proficient in supporting both Apple and Android mobile devices, as well as Windows 11 and Mac OS X environments, while ensuring excellent customer service and effective communication.

Highest-signal resume keywords

• 2ND LINE DESKTOP SUPPORT
• ADVANCED TROUBLESHOOTING
• ACTIVE DIRECTORY ADMINISTRATION
• ITIL FOUNDATION V4
• HARDWARE DEPLOYMENT

Hard Skills

• Windows 11
• Mac OS X
• Active Directory
• Apple Business Manager
• SCCM
• MS AutoPilot
• MS CoPilot
• CoreView
• Microsoft Exchange
• Incident Management

Soft Skills

• Excellent Communication Skills
• Problem-Solving Skills
• Interpersonal Skills
• Teamwork
• Customer Service

Certifications & Qualifications

• ITIL Foundation V4
• Relevant Professional IT Qualifications

Industry Keywords

• IT Industry Experience
• FCA Compliance
• Clerical Procedures
• Technology Rollouts
• Hardware Refreshes

Tools & Technologies

• ServiceNow ITSM
• Microsoft Teams
• Zoom
• Webex
• Remote Support Tools