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Career Cross Limited; Nottingham; On-site; GBP 26,000 - 38,000; Full time

Job summary

Career Cross Limited is recruiting an IT Field Engineer for a well-established MSP based in Nottingham. You will provide first-line and second-line on-site and remote support for customer incidents and service requests across the assigned region, ensuring high standards of customer service and reliable end-user technology.

You will need access to your own vehicle and will travel across the region as required.

Responsibilities

• Provide first-line and second-line support for incidents and service requests through site visits, telephone, email, and self-service channels.
• Deliver on-site support to designated customer locations and travel across the region, and occasionally further afield, as required.
• Maintain excellent customer service when dealing with users and stakeholders, recognising the priority and impact of issues in the wider context of IT service delivery.
• Comply with incident, request, change, and major incident processes and all other documented ITIL-aligned procedures.
• Escalate incidents and service issues to the appropriate support tier or manager where required.
• Keep up to date with technical developments to maximise first-time fix rates and service quality.
• Support the development of ICT-related policies, standards, and working practices.
• Maintain the performance of end-user devices and peripherals such as wireless devices, printers, whiteboards, projectors, and classroom technology.
• Develop and maintain a strong working knowledge of our clients’ services, supported systems, and customer environments.
• Hours - Monday to Friday - 8am – 4pm

Job description

Our client is a well-established MSP based in Nottingham; due to continued growth and expansion they are looking to recruit an IT Field Engineer, reporting directly to their Regional Team Leader you will provide first and second-line support on-site and remote support for customer incidents and service requests across an assigned region. The role ensures high standards of customer service, reliable operation of end-user technology and local infrastructure, and effective support for day-to-day IT service delivery.

You will need access to your own vehicle for this position.

Main Duties and Responsibilities include:

• Provide first-line and second-line support for incidents and service requests through site visits, telephone, email, and self-service channels.
• Deliver on-site support to designated customer locations and travel across the region, and occasionally further afield, as required.
• Maintain excellent customer service when dealing with users and stakeholders, recognising the priority and impact of issues in the wider context of IT service delivery.
• Comply with incident, request, change, and major incident processes and all other documented ITIL-aligned procedures.
• Escalate incidents and service issues to the appropriate support tier or manager where required.
• Keep up to date with technical developments to maximise first-time fix rates and service quality.
• Support the development of ICT-related policies, standards, and working practices.
• Maintain the performance of end-user devices and peripherals such as wireless devices, printers, whiteboards, projectors, and classroom technology.
• Develop and maintain a strong working knowledge of our clients’ services, supported systems, and customer environments.

Technical Responsibilities:

• Support reliable operation of customer networks, devices, and local infrastructure
• Ensure agreed service levels and key performance indicators are met.
• Assist with compliance relating to data protection, software licensing, and security controls.
• Support procurement activity and liaise with suppliers where directed.
• Install, remove, and configure software and hardware as required.
• Maintain accurate asset and configuration records in the relevant systems.
• Support printer and MFD services, including liaison with suppliers and engineers.
• Manage user access to systems and information on site and remotely where appropriate.
• Support IT services during events or out-of-hours activity where required.

Hours - Monday to Friday - 8am – 4pm

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