Onsite IT Field Engineer — SLA-Driven Support

Commercial

Cheltenham

Hybrid

GBP 28,000 - 31,000

Full time

14 days+

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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.