IT Engineer

Role Purpose

The Field Service Engineer is responsible for delivering high-quality, timely, and customer-focused field service

support through effective execution of assigned service activities. The role focuses on diagnosing, repairing,

installing, and maintaining equipment while meeting contractual obligations, service level commitments, and

safety standards

Objectives and Responsibilities

Service Monitoring & Reporting

• Accurately update service tickets, work orders, and system records to provide visibility of field service

activity, equipment status, and resolution progress.

• Monitor personal service metrics and trends (e.g. response times, resolution quality, repeat visits) to

identify risks, recurring issues, and opportunities for improvement.

Vendor & Contract Management

• Work in accordance with contracted service requirements, SLAs, and customer agreements when

delivering field service activities.

• Liaise with approved third-party service providers and technology vendors when required, escalating

performance or service issues through appropriate channels.

Compliance & Security

• Ensure IT Field Service activities comply with internal security policies, data protection regulations,

and audit requirements.

• Continuous Improvement
• Identify recurring faults, process gaps, or tooling issues encountered in the field and proactively raise

improvement suggestions.

• Support the adoption of improved processes, tools, and automated solutions to reduce manual effort

and improve service reliability.

Customer Focus

• Deliver a consistently customer-focused service by meeting agreed service levels, communicating

clearly, and managing customer expectations throughout the service lifecycle.

• Support the resolution of complex or high-impact service issues by providing detailed technical input

and clear handover information when escalating.

Process Improvement

• Follow documented procedures and standard operating processes (SOPs), providing feedback where

updates or clarifications are required.

• Contribute to knowledge bases, documentation, and best practices by sharing lessons learned and

technical expertise gained from field experience

Key Accountabilities

• Maintain high personal productivity by managing time, travel, and workload effectively while working across

multiple customer sites. Attendance on site/s in person 5 days a week

• Actively participate in team briefings, technical updates, and performance discussions, applying feedback and

guidance to improve service delivery.

• Carry out work in accordance with quality standards, procedures, and safety requirements, supporting audits

and quality assessments of completed work when required.

• Collaborate closely with Service Delivery, engineering, and support teams to ensure seamless end-to-end

resolution of customer issues.

• Take responsibility for the correct use and care of tools, equipment, and allocated spare parts, ensuring

readiness for field activities.

• Contribute to operational and process improvement initiatives by identifying inefficiencies, suggesting

enhancements, and supporting the adoption of new tools, processes, or automated solutions.

Relevant Experience and Qualifications

• Proven experience working in IT field service or technical support environments,

delivering hands-on support across hardware, software, and infrastructure components

within mid-sized or global organisations.

• Demonstrated ability to work independently in the field, managing assigned workloads,

meeting SLAs, and maintaining high standards of service quality.

• Experience working with third-party technology vendors or service providers on-site,

following agreed procedures and escalating issues where appropriate.

• Hands-on experience using field service management tools, service desk platforms,

scheduling systems, and mobile workforce applications.

• Experience maintaining accurate ticket updates, asset records, and service

documentation to support operational visibility and reporting.

• Industry-recognised certifications, such as: CompTIA A+, Network+, and/or Security+
• Microsoft certifications (e.g. Microsoft Certified: Windows Client, Azure Fundamentals,

or Modern Desktop Administrator)

• Working knowledge of Windows desktop and server environments, networking

fundamentals (TCP/IP, DNS, DHCP), and common enterprise hardware.

• Valid driving licence and willingness to travel to customer sites as required.

Skills and Competencies

• ITIL Foundation certification(minimum)
• Proven ability to deliver day-to-day field service support, maintaining service stability, availability,

and performance within agreed service levels.

• Strong analytical and troubleshooting skills, with the ability to diagnose faults, identify root causes,

and implement effective corrective actions in the field.

• Ability to follow standard processes and procedures while contributing to continual service

improvement through feedback and practical suggestions.

• Excellent interpersonal and communication skills, enabling clear, professional interaction with

customers, internal teams, and third-party providers.

• Strong customer-centric mindset, focused on delivering high-quality service experiences and

managing customer expectations effectively.

• Ability to work calmly and make sound decisions under pressure, particularly when responding to

incidents, outages, or time-critical service issues.

Measures / KPIs

• Monitor personal performance against key service metrics such as First Contact Resolution (FCR), Average

Handling Time (AHT), and individual ticket volumes to identify inefficiencies and improve productivity. Use

• Mean Time to Resolve (MTTR) and Mean Time Between Failures (MTBF) to assess service effectiveness and

equipment reliability.

• Maintain high service standards by meeting defined targets for Service Availability, Incident Response Times,

and Resolution Rates when responding to customer incidents and service requests.

• Review and reflect on feedback from post-resolution surveys and service reviews to understand customer

pain points and continuously improve service quality and customer experience.

• Effectively manage workload by prioritising assigned tickets based on urgency, customer impact, and service

level agreements, ensuring optimal use of time and skills in the field.

• Contribute to Continual Service Improvement (CSI) initiatives by identifying improvement opportunities,

following updated processes, and supporting successful implementation of changes to tools, procedures, or

ways of working.