Regional Onsite IT Field Engineer - 2nd‑Line Support

Ocu Group; Ledston; On-site; GBP 32,000 - 52,000; Full time

Job summary

OCU Group in the United Kingdom seeks a proactive Service Desk Engineer to provide on-site and regional IT support across multiple sites. You will act as a key escalation point between the remote Service Desk and central Digital Technology teams, diagnosing complex incidents and driving permanent resolutions.

Working autonomously, you will manage incident response, support identity and access management, and maintain documentation while travelling to regional sites to assist end users.

Qualifications

• Experience in a second-line or advanced IT support role within a multi-site or enterprise environment.
• Proven ability to independently diagnose and resolve complex technical issues.
• Strong knowledge of Microsoft 365, Windows, macOS and enterprise applications.
• Experience supporting identity and access management, including user lifecycle management, permissions and multi-factor authentication.
• Hands-on experience supporting workplace technologies such as printers, meeting room systems and shared devices.
• Strong organisational skills with the ability to manage workload, travel and competing priorities effectively.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Experience maintaining high-quality technical documentation and asset records.
• Experience with problem management, root cause analysis and service improvement initiatives.
• Exposure to major incident management and technical investigations.
• Knowledge of endpoint management and monitoring tools such as Intune, JAMF or similar platforms.
• Familiarity with PowerShell, automation or scripting technologies.
• Experience working with third-party suppliers and vendor escalations.
• Understanding of asset, configuration and change management processes.
• Knowledge of service management best practices within an ITIL-aligned environment.

Responsibilities

• Provide second-line, on-site support for incidents and service requests that cannot be resolved remotely.
• Take ownership of complex technical issues through to permanent resolution.
• Troubleshoot and support end-user devices, workplace technology, applications, identity and access management, connectivity and peripherals.
• Travel across regional sites to carry out fault diagnosis, equipment deployment, replacement and setup activities.
• Act as a technical escalation point for Service Desk teams, offering guidance and expertise.
• Support major incident response activities and contribute to post-incident reviews.
• Identify recurring issues and drive problem management and continuous improvement initiatives.
• Maintain accurate technical documentation, asset records and knowledge articles.
• Collaborate closely with Digital Technology teams and third-party suppliers to ensure service stability and performance.

Skills

Second-line support

On-site support

Microsoft 365

Windows

macOS

Identity access

IAM

Intune

JAMF

PowerShell

Vendor escalation

Tools

Intune

JAMF

PowerShell

Automation scripting

Job description

OCU Group in the United Kingdom seeks a proactive Service Desk Engineer to provide on-site and regional IT support across multiple sites. You will act as a key escalation point between the remote Service Desk and central Digital Technology teams, diagnosing complex incidents and driving permanent resolutions.

Working autonomously, you will manage incident response, support identity and access management, and maintain documentation while travelling to regional sites to assist end users.