On Site Support Engineer

Claranet; Greater London; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Pension scheme

Healthcare coverage

Discounted gym memberships

Wellbeing support

Enhanced annual leave

Learning & development

Job summary

Claranet is seeking an Onsite Support Engineer to provide high-quality, customer-facing technical support at a dedicated client site in Greater London. You will own complex incidents and requests, build relationships with stakeholders, and coordinate with remote teams and suppliers to restore services.

You will diagnose end-user, workplace and infrastructure issues, support Windows devices and Microsoft 365, and contribute to knowledge articles and runbooks.

Qualifications

• Experience delivering frontline IT support in a business-critical environment.
• Strong knowledge of Windows-based endpoints, M365 apps and security basics.
• Familiarity with identity services such as AD and Entra ID.
• Experience with endpoint management tools (Intune, SCCM) and device provisioning.

Responsibilities

• Take ownership of complex incidents and requests from diagnosis to closure.
• Provide hands-on support for end-user computing, collaboration tools and meeting-room tech.
• Diagnose network, VPN, Wi-Fi and endpoint issues with remote resolver teams as needed.
• Maintain accurate ticket, asset and knowledge records in ServiceNow.
• Execute approved onsite changes, moves and deployments per change control.
• Support joiners/leavers with device setup, access checks and asset updates.
• Coordinate with remote teams and third-party vendors to resolve issues.

Skills

End-user support

Windows 10/11

Microsoft 365

Active Directory

Intune

VPN & Wi-Fi

Teams/AV tech

ITIL processes

ServiceNow

Stakeholder communication

Tools

ServiceNow

Configuration Manager

Job description

The Onsite Support Engineer provides high-quality, customer-facing technical support from a dedicated customer site, as part of the local Onsite Support Services (OSS) team led by the OSS Team Lead. The role owns complex end-user, workplace and infrastructure incidents through to resolution, while maintaining a visible, professional and responsive onsite service.

The engineer will build trusted relationships with customer stakeholders, coordinate effectively with remote resolver teams and third-party suppliers, and use insight from recurring issues to improve service reliability, documentation and the overall user experience.

• Take ownership of complex incidents, service requests and technical queries from diagnosis through to closure, escalating to the Team Lead where needed
• Provide hands‑on support for end‑user computing, workplace technology, Microsoft 365, Windows devices, identity and access, collaboration tools, printing and meeting‑room technology
• Diagnose issues involving local network connectivity, Wi‑Fi, VPN, endpoint security and peripheral devices, engaging specialist resolver teams where required
• Support priority and business‑critical incidents locally under the coordination of the Team Lead, providing clear, timely customer updates
• Complete approved installations, moves, changes, upgrades and hardware replacements in line with change control, security and customer procedures
• Support joiner, mover and leaver activity, including device preparation, deployment, access checks, asset updates and secure equipment recovery
• Maintain accurate records in ServiceNow, including actions taken, customer communications, asset details and resolution information
• Work the onsite support queue in line with the priorities set by the Team Lead, proactively flagging ageing, recurring or at‑risk tickets
• Contribute to root cause investigation for repeat local issues, problem records, post‑incident reviews and practical improvement actions
• Create and maintain knowledge articles, support guides, site documentation, inventory records, floor plans, contact lists and operational runbooks
• Coordinate with remote support teams, infrastructure specialists, service management, account teams, customer stakeholders and third‑party vendors
• Share knowledge with and support other engineers, promoting consistent troubleshooting and customer service standards
• Identify risks, service gaps and improvement opportunities, escalating appropriately and supporting agreed continuous service improvement plans
• Maintain a professional onsite presence and deliver a consistently high standard of customer care, discretion and communication

Local Operations

• Carry out employee and equipment moves as coordinated by the Team Lead, including desk changes, set‑up and liaison with Facilities
• Deliver onboarding sessions for new customer employees (30–45 minutes) covering their new laptop, mobile phone and account set‑up
• Follow up on equipment orders and stock levels when delegated by the Team Lead
• Carry out local project work, such as warranty replacements, security tool deployments and equipment decommissioning, as planned by the Team Lead
• Take part in the weekly team meeting and keep the status of own actions up to date
• Keep the Team Lead and other teams informed of progress, ownership and follow‑ups on own requests and incidents.

Customer Site & Service Responsibilities

• Build effective working relationships with customer contacts and become a trusted point of contact for day‑to‑day technical support
• Operate in accordance with customer site policies, security requirements, access controls, health and safety standards and agreed support procedures
• Provide concise service updates, communicate technical information in an accessible way and manage expectations confidently during disruption
• Support customer events, executive users and high‑impact business activities where enhanced onsite technical coverage is required
• Protect customer and company information at all times and immediately raise suspected security, privacy or compliance concerns through the appropriate channels
• Ensure physical assets, loan equipment, spares and secure storage areas are accurately controlled and audit‑ready

Governance & Reporting

• Provide input to the Team Lead on recurring issues, risks and improvement ideas for service reviews
• Support asset audits, stock checks, lifecycle planning and reconciliation of configuration records
• Follow documented change, incident, problem, security and escalation processes, providing evidence where required
• Track agreed onsite actions to completion and raise blockers promptly with the Team Lead

Duties and Responsibilities

• Customer focused, approachable and confident when supporting users at all levels, including senior stakeholders
• Calm, organised and accountable, with the ability to prioritise effectively in a busy customer environment
• Methodical and curious in troubleshooting, with a strong focus on permanent resolution rather than workarounds alone
• Clear written and verbal communicator who can adapt technical detail to the audience
• Collaborative and willing to work across onsite and remote teams without losing ownership of the customer outcome
• Discreet and dependable, with strong awareness of security, confidentiality and professional conduct
• Proactive in identifying opportunities to improve support quality, documentation and service efficiency.

Critical Competencies - Technical Fit

• Substantial experience in a senior desktop, workplace, field or onsite support role within a business‑critical environment
• Advanced troubleshooting of Windows endpoints, Microsoft 365 applications, user profiles, device performance and common hardware issues
• Experience supporting identity and access services such as Microsoft Entra ID and Active Directory, including account, group and authentication troubleshooting
• Working knowledge of endpoint management and deployment tools, such as Microsoft Intune, Microsoft Configuration Manager or equivalent
• Experience setting up and supporting smartphones and mobile devices for end users
• Good understanding of TCP/IP, DNS, DHCP, Wi‑Fi, VPN and LAN fundamentals, with the ability to isolate local connectivity issues
• Experience supporting collaboration and meeting‑room technologies, including Microsoft Teams and audio‑visual peripherals
• Practical knowledge of ITIL‑aligned incident, request, problem and change management processes
• Experience using an IT service management platform (ServiceNow preferred) and maintaining accurate ticket, asset and knowledge records
• Ability to work independently at a customer site while collaborating effectively with distributed technical teams
• Fluent written and spoken English, with the ability to communicate confidently with technical and non‑technical stakeholders, plus any additional language listed under Site Details.

At Claranet, we go the extra mile with our people— because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

• Pension Scheme: Employer‑matched contributions to help you plan for the future.
• Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
• Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
• Personalised Wellbeing Support: App‑based resources and services available 24/7
• Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
• Continuous Learning & Development:Ongoing opportunities to grow your skills and advance your career.

What makes us unique is Team Claranet, our internal community that supports causes close to our employees’ hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.

We’re proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer‑focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process.