IT Field Engineer

About CEF:

At CEF we have a bold ambition for growth. We are passionate about delivering an unrivalled service for our customers and providing a strong culture with career opportunities for our people.

Across IT we are on an exciting mission to ensure we harness our growth opportunities by designing our technology architecture and solutions for constant evolution. We recognise that technology and data are at the forefront of enabling our business to better serve our customers today and in the future.

Our technology team delivering a portfolio of transformative work, expanding our digital options, and upgrading and future-proofing our systems to place us at the forefront of the marketplace.

We believe that teams who design, own and run our technology solutions are more connected to the value they create.

We are always looking to improve, collaborate and innovate and this is where you come in…

About the role:

As a Field Support Engineer, you will be responsible for providing on-site technical support and troubleshooting for our IT infrastructure and systems. You will work closely with other IT teams to diagnose and resolve hardware, software, and network issues, as well as assisting with system deployments and upgrades.

Your technical expertise and commitment to providing exceptional customer service will play a vital role in ensuring the smooth operation of our IT infrastructure. You will work with colleagues across the business and make a significant impact on their experience with our systems and services.

Responsibilities:

• Provide on-site technical support for end-user computing devices, network devices, peripherals, and applications promptly and effectively.
• Install, configure, and maintain IT infrastructure systems and services.
• Collaborate with internal IT teams to assist in system deployments, upgrades, and migrations, ensuring minimal disruption and optimal performance.
• Respond to support requests and ensure accurate and timely resolution of incidents and service requests in line with SLA's.
• Provide training and guidance to employees on the proper use of hardware, software, and technology tools to enhance their productivity and efficiency.
• Create and maintain accurate documentation, including site information, topology diagrams, and knowledge base articles.
• Assist in maintaining asset inventory of hardware, software, licenses, and equipment, ensuring accuracy and availability of necessary resources.

Essential Experience:

• Full UK Driving License and valid Passport (occasional overseas travel to EU required)
• Proven experience as a Field Support Engineer or in a similar IT support role.
• Exposure or experience in running cabling and crimping plugs.
• Strong technical knowledge of desktops, laptops, printers, mobile devices, operating systems (Windows, macOS), and common software applications.
• Strong technical knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP), and basic network troubleshooting.
• Excellent customer service and communication skills, with the ability to effectively communicate technical concepts to non-technical employees.
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues promptly and efficiently.
• Ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
• Familiarity with IT service management tools and ticketing systems for incident tracking and management.
• Track record in supporting or administering systems such as DNS and Active Directory