Network Operations Centre

Commercial; Cheltenham; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Company car

Annual bonus up to £3,000

Job summary

Commercial IT Field Engineer role based at Cheltenham HQ with regular travel across Southern England. You will deliver onsite hardware installations, scheduled visits, and remote/onsite support across multiple lines, ensuring high-quality service and customer satisfaction.

Candidates should have proven desktop, server and cloud experience, strong fault analysis, and the ability to meet SLAs. A company car is provided along with a base salary and annual bonus, with opportunities to grow technical

Qualifications

• Proven experience supporting desktop, server and cloud technologies.
• Ability to work independently while backed by a team.
• Excellent customer service and communication skills.
• Ability to meet contracted SLAs.

Responsibilities

• Monitor, prioritise and manage Field Engineer support tickets, ensuring timely updates and SLA adherence.
• Perform scheduled contract visits and complete documentation.
• Provide remote and onsite technical support across 1st–3rd line as needed.
• Coordinate with NOC, specialists and third-party suppliers to resolve incidents.
• Maintain ticket notes and documentation; share knowledge for service improvement.
• Provide holiday and sickness cover onsite at customer sites.
• Install and configure new hardware and software at customer and Commercial sites.
• Build relationships with service stakeholders internally and externally.
• Identify opportunities to upsell products and services to existing customers.
• Support the Professional Services team to gain exposure to project work and new skills.

Skills

Customer service

Fault analysis

SLA management

Workload prioritisation

Tools

Windows Server

Office 365

Azure

Intune

Autopilot

Active Directory

DHCP

DNS

Group Policy

WDS/WSUS

Veeam

MS Defender/SentinelOne

TCP/IP

VPN

Firewalls

Wireless networks

Job description

As an IT Field Engineer at Commercial, you will make a positive difference for our customers by delivering high-quality onsite support, hardware installations and scheduled contractual visits. Every day brings new opportunities to solve challenges, build trusted relationships and demonstrate the care, teamwork and commitment that define the Commercial experience.

You have proven experience supporting existing desktop, server and cloud technologies, with the confidence to work independently while being backed by a supportive and knowledgeable team.

This role is based at our Cheltenham HQ, with moderate travel across Southern England and occasional travel further afield to support client needs.

Your responsibilities as a IT Field Engineer will be:

• Monitor, prioritise and manage Field Engineer support tickets, ensuring they are regularly updated and completed within agreed SLAs
• Perform scheduled contract visits at customer sites and complete relevant documentation
• Provide remote and onsite technical support, including covering 1st, 2nd and 3rd Line support within the NOC when required, and troubleshoot incidents that cannot be resolved through standard processes
• Manage and elevate complex incidents, coordinating with NOC colleagues, specialist teams and third-party suppliers through to resolution
• Maintain accurate ticket notes and technical documentation, provide timely customer updates, and share knowledge to support continuous service improvement
• Provide holiday and sickness cover onsite at customer sites when required
• Install and configure new hardware and software at both customer and Commercial sites
• Build excellent relationships with key service stakeholders both internally and externally
• Identify areas to upsell products and services to existing customers
• Gain exposure to project-based work by supporting the Professional Services team, providing opportunities to develop new technical skills

About you:

• Exceptional customer service and communication skills (both written and verbal)
• Fault analysis and prioritisations skills, to ensure all issues are resolved based on criticality for all our customers.
• The ability to meet contracted SLAs.
• Able to prioritise and plan workload with clients effectively.

You will also have proven experience with the technologies listed below:

• Microsoft Windows Server, including currently supported LTSC releases: 2016, 2019, 2022 and 2025
• Office 365 – Azure, Intune, Autopilot
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
• Veeam Backup & Replication
• Anti-Virus including MS Defender and Sentel One.
• Basic TCP/IP, switching and routing configuration and installation
• Firewall and VPN configuration
• Corporate wireless systems

This role offers a base salary between £28,000 - £31,212 per annum (depending on experience), a annual bonus scheme of up to £3,000 and a Company car.

Why Commercial?

At Commercial, we're a purpose-driven, people-first organisation helping businesses transform the way they work. Proud winners of our category at the Sunday Times Best Places to Work 2026 and holders of Ecovadis Platinum status, we're committed to creating an inclusive workplace where people can thrive, grow, and make a real impact. With a strong culture of internal progression, industry-leading wellbeing support, and a brand-new state-of-the-art headquarters, there's never been a more exciting time to join us. To discover more about life at Commercial, visit our careers page: Commercial Careers and to view the full job specification for this position, please reach out to people&c [e-mail].