Onsite Engineer

OCU Group; Leeds; On-site; GBP 32,000 - 42,000; Full time

Job summary

OCU Group in Leeds is seeking an Onsite Engineer for the OCU Digital department. The role is a permanent, full-time post offering on-site technical support across multiple sites, with travel within the region.

You will provide second line support, own complex incidents to resolution, and troubleshoot end-user devices, enterprise apps, and identity systems. Collaboration with Service Desk, Engineering and suppliers is essential.

Qualifications

• 3+ years in a 2nd line or advanced IT support role within a multi-site or enterprise environment.
• Proven ability to resolve complex technical issues independently, including those requiring on-site presence.
• Strong hands-on experience supporting Microsoft 365, Windows, macOS, endpoint devices, and enterprise applications.
• Solid technical capability across identity and access management including joiners/leavers, MFA, and permissions.
• Experience supporting workplace and site-based technology such as printers, meeting rooms, and shared devices.
• Demonstrable contribution to problem management and reduction of repeat incidents.
• Ability to operate autonomously in a field-based role, managing workload, travel, and competing priorities.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.
• High standard of technical documentation and asset record maintenance.

Responsibilities

• Provide second line, on site technical support for incidents and service requests that cannot be resolved remotely by the Service Desk.
• Take full technical ownership of complex incidents within the region through to permanent resolution.
• Carry out advanced troubleshooting across end user devices, workplace technology, applications, identity, access, connectivity, and peripherals.
• Attend sites across the allocated region to complete hands on fault resolution, equipment replacement, and setup activities.
• Act as the regional technical escalation point for 1st line support, providing guidance and decision making support.
• Identify recurring site based issues and contribute to problem management and preventative improvement activity.
• Support major incidents with on site technical presence and post incident review input.
• Maintain high quality technical documentation including asset updates, fixes, and site specific knowledge articles.
• Collaborate with Service Desk, Engineering, Workplace Services, and third party suppliers to stabilise services.

Skills

2nd line support

On-site troubleshooting

Microsoft 365

Windows

macOS

Identity & access

Printers & meeting rooms

Communication

Documentation

Autonomous field work

Job description

Onsite Engineer

Department: OCU Digital

Employment Type: Permanent - Full Time

Location: Leeds - Seacroft

Reporting To: Rachel Rowlandson

Description

Location: Leeds, United Kingdom

Contract: Permanent

Working Pattern: Full-Time

Renumeration Indicator: Competitive salary plus pension.

The Opportunity

The Service Desk Engineer plays an important role in improving service quality by providing clear technical insight, supporting major incident response, contributing to knowledge and problem management, and driving continuous improvement in line with Service Operations standards and OCU values.

Key Responsibilities

• Provide second line, on site technical support for incidents and service requests that cannot be resolved remotely by the Service Desk.
• Take full technical ownership of complex incidents within the region through to permanent resolution.
• Carry out advanced troubleshooting across end user devices, workplace technology, applications, identity, access, connectivity, and peripherals.
• Attend sites across the allocated region to complete hands on fault resolution, equipment replacement, and setup activities.
• Act as the regional technical escalation point for 1st line support, providing guidance and decision making support.
• Identify recurring site based issues and contribute to problem management and preventative improvement activity.
• Support major incidents with on site technical presence and post incident review input.
• Maintain high quality technical documentation including asset updates, fixes, and site specific knowledge articles.
• Collaborate with Service Desk, Engineering, Workplace Services, and third party suppliers to stabilise services.

Skills, Knowledge & Expertise

• 3+ years’ experience in a 2nd line or advanced IT support role within a multi‑site or enterprise environment.
• Proven ability to resolve complex technical issues independently, including those requiring on‑site presence.
• Strong hands‑on experience supporting Microsoft 365, Windows, macOS, endpoint devices, and enterprise applications.
• Solid technical capability across identity and access management including joiners/leavers, MFA, and permissions.
• Experience supporting workplace and site‑based technology such as printers, meeting rooms, and shared devices.
• Demonstrable contribution to problem management and reduction of repeat incidents.
• Ability to operate autonomously in a field‑based role, managing workload, travel, and competing priorities.
• Strong communication skills with the ability to explain technical issues clearly to non‑technical users.
• High standard of technical documentation and asset record maintenance.