Field Engineer Jobs

ITC Service Ltd

Location:
United Kingdom, Hebburn

Category:
IT - Administration

Contract Type:
Not provided

Salary:

27000.00 - 29000.00 GBP / Year

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Job Description:

The number one goal of everyone in our team is to make our clients exceptionally happy. The Field Engineer plays an important role in making sure that happen. The Field Engineer primarily deals with onsite support involving troubleshooting, installing and configuring new equipment, setting up new devices and resolving physical issues that come in from our clients.

Job Responsibility:

Ensure timely resolution of technical problems and queries from customers
Provide user training and assistance on IT systems and applications
Travel to customer sites to perform on-site service, maintenance and repair work
Providing a first point of onsite contact for customers through our workshop
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with in-house repairs, setups and assist with basic remote troubleshooting
Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Maintain accurate records of equipment inventory and service activities
Review regularly scheduled/automated actions as indicated by our Processes
Install and configure IT equipment, such as PC’s Laptops, servers, routers and switches
Test and troubleshoot hardware and software issues as required
From time to time the projects team will need additional resource to help deliver projects on site
Assist with in hours as well as out of hours project work where required
Willingness to travel, complete work further afield (UK only)
Occasional small works data cabling as required
Identify opportunities to improve service quality and efficiency
Comply with IT security and safety procedures in the field
Escalate tickets that require Senior Service Desk Engineer support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Desk Management and Clients
Work with and establish relationships with third party service providers to ensure full end-to-end service provision
Collaborate with sales, engineering and technical support teams to deliver high-quality services to customers
Follow the schedule provided by the Service Desk Management or Service Coordinator / Dispatcher/Workshop Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area
Act with Integrity, Trust & Communicate well
Uphold ITC’s values of integrity, trust and communication in all interactions
Communicate effectively to provide excellent service

Requirements:

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
A strong understanding of support tools, techniques and how technology is used to provide services
A strong understanding of operating systems, business applications, printing systems and network systems
A desire to deliver an amazing Client Experience
The ability to speak both Geek and human
Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
Keep up to date with new processes, procedures and developments

Nice to have:

Experience using a Ticketing system / RMM Tool and PSA software
Experience handling Technical Service Tickets at client’s premises
Professional IT Certifications via Microsoft or CompTIA would be an advantage
Experience working for a Managed Service Provider (MSP) / IT Support Business
Data Cabling experience desirable but not mandatory

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Field Engineer