Senior Field IT Engineer — On-Site Customer Support

Lucid Support Services Ltd; Greater London; On-site; GBP 29,000 - 42,000; Full time

Benefits offered by this job

23 days annual leave plus public holi-

Life assurance benefit

Ongoing training and professional dev

Supportive team environment

Work across enterprise IT environments

Job summary

Lucid Support Services Ltd is seeking a Field Services Engineer Technician to act as a specialist for customer systems, providing hardware and software maintenance and implementation support within agreed SLAs. The role involves site visits, on-call travel, and occasional hotel stays outside normal hours.

The ideal candidate has field support experience, solid Windows and Microsoft 365 knowledge, excellent troubleshooting and communication skills, and a proactive, customer-first mindset to

Qualifications

• Must have field support experience.
• Proficient with Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent troubleshooting and diagnostic skills.
• Strong verbal and written communication skills.
• Ability to manage and prioritise multiple workloads effectively.
• Customer-focused approach with a commitment to service excellence.
• Attention to detail and organisational skills.
• Able to prioritise workloads and workflows.
• Excellent customer service skills.
• Self-starter capable of contributing to department strategy.

Responsibilities

• Provide end-to-end ownership of incidents and service requests to ensure resolution.
• Promote the IT team and develop the team profile.
• Participate in internal meetings to share knowledge and best practice.
• Attend to customer sites and maintain service delivery within SLAs.
• Escalate issues when needed and keep stakeholders updated.
• Build strong relationships with business users to meet expectations.
• Maintain high standards of service and pursue continuous improvement.
• Investigate and resolve desktop issues to ensure business continuity.
• Assess issues to determine required actions and escalation needs.
• Support teammates to achieve department objectives.

Skills

Field support experience

Windows operating systems

Microsoft 365 applications

Troubleshooting skills

Communication skills

Workload prioritisation

Customer-focused service

Attention to detail

Organization & prioritisation

Customer service

Self-starter / strategic planning

Tools

ITIL knowledge

Job description

Lucid Support Services Ltd is seeking a Field Services Engineer Technician to act as a specialist for customer systems, providing hardware and software maintenance and implementation support within agreed SLAs. The role involves site visits, on-call travel, and occasional hotel stays outside normal hours.

The ideal candidate has field support experience, solid Windows and Microsoft 365 knowledge, excellent troubleshooting and communication skills, and a proactive, customer-first mindset to