IT Helpdesk and Field Maintenance Engineer

We are seeking an enthusiastic, customer-focused individual with previous experience in the ICT sector, ideally within a 2nd line IT Helpdesk or IT Delivery role that includes face-to-face, on-site support. The successful candidate will be responsible for troubleshooting, supporting, and maintaining IT systems both remotely and on customer sites.

This role is primarily office-based, with regular site visits to partner premises when issues require hands-on intervention. A company vehicle will be provided for on-site work.

• Respond to user enquiries and provide technical support through various channels such as phone, email, chat and on-site face-to-face.
• Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
• Attend partner sites to diagnose and repair services when needed, including ticket escalations, maintenance tasks (PC rebuild, fault diagnosis, PC repair) and installation/setup of small project works (laptop delivery/setup, PC upgrades, firewall swap, etc.).
• Perform routine maintenance on hardware, software, and networks to ensure optimal performance.
• Investigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
• Create and maintain detailed records of user requests and reported issues in a ticketing system.
• Install and configure software applications and operating systems.
• Prioritise and categorise tickets based on urgency and impact.
• Create documentation and knowledge base articles to assist users in resolving common issues.
• Ensure all open cases are updated with relevant information and customers are regularly updated.
• Provide excellent customer service by communicating effectively and professionally with end-users.
• Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.

• A 2nd/3rd line ICT background with service desk experience preferred.
• Comfortable supporting partners remotely and on-site.
• Solid customer service experience with excellent verbal and written communication skills.
• Loves working as part of a team.
• Comfortable using CRMs and documentation solutions.
• Full UK driving licence.

• Company vehicle provided for on-site work.
• EMI Share Equity Scheme — own a slice of the Purple Pie.
• Day off for your birthday.
• Day off for life milestones such as weddings, moving house, child's first day at school, or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts through Perkbox.
• Social events and team building opportunities.
• Opportunities for professional growth and development.

Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.