Role Overview

We are seeking an experienced SC Cleared IT Field Services Engineer to provide high-quality desktop, laptop, and hardware support services across designated hub and spoke locations. The successful candidate will be responsible for incident and service request management, hardware diagnostics and repairs, asset management, stock control, and ensuring service delivery meets contractual SLAs.

This is a hands-on field-based role requiring strong technical troubleshooting skills, excellent customer service, and the ability to work independently across multiple sites.

Key Responsibilities

• Manage and maintain assigned ticket queues, ensuring incidents and service requests are updated and progressed in line with agreed service levels and contractual commitments.
• Provide support across designated hub locations and associated spoke sites.
• Perform hardware diagnostics, troubleshooting, repair, and maintenance of desktops, laptops, and associated peripherals.
• Carry out complex break-fix repairs on end-user devices, including laptops and desktop equipment.
• Liaise with hardware vendors regarding warranty repairs, replacement parts, and returns processes.
• Manage hub stock levels and maintain accurate asset records, including scanning equipment in and out of locations.
• Ensure effective handling and processing of IT equipment disposals in accordance with contractual and security requirements.
• Replenish and maintain IT lockers and equipment stores where required.
• Escalate recurring issues, service risks, and opportunities for service improvement to the Team Leader.
• Adhere to customer site policies, security requirements, and operational procedures.
• Follow all agreed company and customer processes to ensure consistent and compliant service delivery.
• Support operational requirements including participation in out-of-hours support and standby rotas.

Essential Skills & Experience

• Current SC Clearance or eligibility to obtain SC Clearance.
• UK National with a valid UK passport.
• Full, clean UK driving licence.
• Minimum 2 years' experience in a:
  • PC Field Service environment, or
  • Desktop Support/Workshop environment.
• Strong experience diagnosing, troubleshooting, supporting, and repairing desktop and laptop hardware.
• Proven experience carrying out hardware break-fix activities, including complex laptop repairs.
• Experience managing support tickets within an ITSM environment.
• Knowledge of asset management and stock control processes.
• Strong customer service and communication skills.
• Ability to work independently and prioritise workload effectively.

Desirable Skills & Qualifications

• HP Accredited Engineer certification or willingness to obtain accreditation.
• Dell Desktop and Laptop accreditation or willingness to complete training.
• Experience supporting enterprise environments.
• Familiarity with ITIL-based service management practices.
• Experience working within secure or government environments.

Additional Requirements

• Participation in an out-of-hours support rota and standby service is mandatory.
• Regular travel between customer locations may be required.
• Successful candidates must satisfy all security and background screening requirements associated with SC Clearance.