Field Support Engineer

Skillsource is seeking an experienced Field Support Engineer to deliver Level 2 ICT infrastructure support across a multi-site environment within the public sector.

This is a hands-on role involving a mix of onsite and remote support ensuring systems are maintained to a high standard in terms of performance security and compliance. The successful candidate will take responsibility for supporting assigned locations and delivering against clearly defined service levels.

This role is ideally suited to an engineer with experience in education or similarly structured environments.

• Provide remote and on-site IT support across multiple locations
• Deliver support in line with SLA targets:
  • Critical issues: response within 3 hours
  • Non-critical issues: response within 8 hours
• Troubleshoot issues across:
  • End-user devices
  • Network connectivity
  • Printing and peripherals
  • Audio-visual systems
  • Software and internet-related problems

• Support and maintain IT infrastructure including:
  • Servers desktops laptops
  • Network devices and connectivity
• Perform system maintenance including:
  • OS patching and updates
  • Endpoint protection management
• Monitor system health and ensure operational continuity

• Manage users and permissions via Active Directory
• Support password resets and user provisioning (individual and group/class level)

• Monitor backup systems and ensure successful operation
• Conduct regular test restores to validate backup integrity
• Maintain compliance with data protection and backup policies

• Deploy and manage device builds using imaging tools (e.g. MDT or equivalent)
• Install configure and update software across environments
• Maintain standardised builds for shared environments

• Ensure systems comply with organisational IT security policies
• Manage anti-virus and endpoint protection alerts
• Support patching and vulnerability remediation

• Act as a key technical point of contact for supported sites
• Liaise with end users site contacts and third-party vendors
• Maintain accurate documentation including:
  • Asset inventories
  • Software licensing
  • Network diagrams
• Provide regular reporting on tickets SLAs and ongoing work

• Contribute to IT projects such as:
  • Infrastructure upgrades
  • OS rollouts and migrations
  • AV deployments
  • Print and device management improvements

• Proven experience in a Level 2 IT Support or Field Support role
• Experience supporting multi-site environments
• Strong troubleshooting across:
  • Desktop and end-user support
  • Networking fundamentals
  • Server environments
• Experience with:
  • Active Directory
  • Windows environments
  • Patch management and endpoint security
  • Backup and recovery processes
• Experience with imaging tools (e.g. MDT or similar)
• Strong communication and customer-facing skills
• Ability to work independently in a field-based role

• Experience working in an education environment
• Exposure to:
  • Audio-visual systems
  • Apple/Mac environments
  • Print management solutions
• Previous experience in an MSP or service delivery environment

• Full clean driving licence
• Willingness to travel between multiple sites
• Flexibility to support occasional out-of-hours work where required

• Strong problem-solving and troubleshooting ability
• Ability to prioritise and manage workload effectively
• Excellent communication and stakeholder engagement skills
• High attention to detail and documentation standards
• Self-sufficient and proactive approach to support delivery