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Onsite Support Engineer

Onsite Support Engineer


Onsite Support Engineer

Location: Based from Gloucester

Region covered Sites in the UK


The Role

The role of the Onsite Support Engineer is to provide onsite, workshop and remote IT support at client sites. The role also involves assisting with and implementing projects.


Duties and responsibilities

• Provide onsite IT support at client sites

• Build and configure client hardware and software to be used at client sites

• Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all clients when on their sites

• Correctly log and update tickets with the required information relating to support requests

• Manage ticket priority, category, and client updates for tickets in related work queues

• Manage own ticket queue and work schedule in an efficient manner

• Manage, monitor, and maintain server and workstation monitoring platform daily

• Logging support tickets for all issues flagged, including 24/7 and daily checks, notifying

the Service Desk Manager of reoccurring outages

• Raise hardware failures as critical P1 priority and raise outages as critical P1 priority

• Assist on Project work and Projects run from the Service Desk

• Highlight and complete proactive maintenance for support clients

• Ensure Service Desk Co-Ordinator is kept informed of any scheduling conflicts or changes

• Ensure that time is logged correctly against tickets and is updated accurately and promptly

• Ensure all paperwork relating to finished work is accurately completed and submitted in a timely manner

• Provide pre-sales support to clients and highlight sales opportunities to Account Manager

• To be a member of the Out Of Hours On Call team on a rota basis


Person Specification

• Good knowledge of MS products, Office 365, SharePoint, firewall technologies, networking concepts. OHS006-1 Issue No: 05 Page 2 of 3

• Good working knowledge of IT hardware – Servers, Firewalls, switches, routers, PCs, mobile devices

• Excellent attention to detail, sound problem-solving skills and analytical thinking.

• Proven experience working in an IT support environment covering several different technical areas

• English Language (written and verbal) to a GCSE level or equivalent

• Able to demonstrate good communication skills, written, over the phone and face to face

• Good customer service skills and experience in providing customer service

• At least 1 formal IT qualification at entry level or above. For example, GCSE ICT, CompTIA, Microsoft certification, BTech or similar.

• Full driving licence




• A willingness to learn new skills and technologies in a face paced environment

• Comfortable working within a team or on own initiative

• Able to complete detailed and accurate documentation with attention to detail at the forefront

• ECS card (or equivalent)

• Knowledge of Health and Safety compliance and working practices

• Previous experience of working within Fire, Security or Data Infrastructure industry.

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