IT Field Service Support Engineer - UK South

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

Job summary

Howden Group Services seeks an IT Field Service Support Engineer to provide onsite 2nd line desktop support across UK South locations. You will handle hardware, software, printers and mobile devices, and support Windows 11 and AD/Office365 environments.

The role includes handling escalations, coordinating with IT teams, and occasional after-hours work to support project rollouts and new offices.

Qualifications

• IT field service responsibilities include 2nd line desktop support across UK South offices.
• Onsite hardware, software, printers and mobile devices support.
• Experience with AD, Office 365, Mimecast, Intune, SCCM, Tanium and Azure is required.
• Strong customer service and communication skills are essential.
• Ability to work evenings/weekends if required.

Responsibilities

• Provide 2nd line desktop support to employees in the South England region.
• Deliver onsite support for hardware, software, printers and mobile devices.
• Manage tickets via ServiceNow ITSM and stay within SLA.
• Assist in hardware refreshes, deployments and IT rollouts.
• Support office openings, acquisitions and relocations from IT perspective.
• Perform advanced troubleshooting and root cause analysis.
• Liaise with teams for escalation and task delegation.
• Maintain deployment schedules, site visit plans and inventory records.
• Administer Active Directory Users and Computers; support Windows 11.
• Use tools like Office 365, Mimecast, Intune, SCCM, Tanium, Azure.

Skills

Customer service mindset

Excellent communication

Team player

Independent worker

Problem solving

Organizational skills

Tools

Active Directory

Office 365

Intune

SCCM

Azure

Mimecast

Remote support tools

Windows 11

Job description

Department - IT

Line Manager - Desktop Support Manager / Head of Global IT Support

Company - Howden Group Services

Location - Southeast - Southwest

Role Definition

IT Field Service Support Engineer required to provide onsite technical support across our UK South regional office locations

Key Responsibilities / Accountabilities

• 2nd line Desktop Support to employees across our Group and HUK&I locations in the South of England
• Deliver onsite support for hardware, software, printers and mobile devices
• Ad hoc executive support to senior management and VVIP's
• Collect, deliver, and deploy IT hardware across Group & HUK&I offices across the South
• Managing tickets via service management tool ServiceNow ITSM
• Assist in supporting on-site hardware refreshes, deployments, and technology rollouts
• Assisting IT team members with difficult or reoccurring incidents and issues
• Support office openings, acquisitions, integrations and relocation activities from an IT perspective
• Advanced troubleshooting and root cause analysis
• Liaising with and delegating tasks to relevant teams for escalation
• Basic network troubleshooting
• Owning unresolved Issues and Liaising/delegating tasks to relevant teams.
• Maintain deployment schedules, site visit plans, and inventory records
• Active Directory Users and Computer administration
• Windows 11 Support
• Participate in ad-hoc support requests, Desk moves, Desk side support
• Using IT tools for troubleshooting and for fixing issues; Active Directory, Office365, Mimecast, Intune, SCCM, Tanium, Azure
• Supporting the business outside of core business hours as/when necessary inc weekends.

Skills and abilities needed to perform role

• An understanding of the importance of excellent customer service and a "can do" attitude
• Excellent communication skills, both written and verbal
• The ability to interact confidently with clients and colleagues
• The ability to thrive in a team environment
• The ability to work independently with minimal supervision
• The ability to think logically
• Strong interpersonal skills
• Strong prioritisation skills and ability to follow process
• Patience and empathy when dealing with customers and colleagues
• Effective problem-solving skills based on clear reasoning and sound rationale
• Tactful, diplomatic and able to thrive in an ever-changing environment
• Ability to work pro-actively, under pressure and independently with minimal direction
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Strong background in Microsoft Office
• Strong background in Windows
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Zoom, Webex etc.

Knowledge and Experience

• IT industry experience
• Microsoft Windows 11
• Active Directory
• CoreView
• Microsoft Exchange
• Office365
• Mimecast
• Microsoft Teams
• Apple Business Manager
• Zoom
• SCCM
• ITIL Best Practice
• Remote Support Tools
• Incident, Request, Problem and Change Management
• Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

• To remain compliant with FCA requirements at all times
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
• To share ideas, best practice and other information within the team
• Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements
• Maintain accurate records and deal with correspondence appropriately