Lead IT Technical Field Engineer

About the role

The Lead IT Technical Field Engineer is responsible for installing, diagnosing, maintaining and servicing a range of computer‑related products such as desktops, laptops, printers and peripherals. The role provides both remote and on‑site Level 2 and Level 3 support to end users, ensuring high‑quality service delivery and customer satisfaction.

Key responsibilities

• Install, repair and maintain End User Productivity and Service Desk equipment at client locations.
• Deliver remote and on‑site Level 2 and Level 3 support for incidents and service requests that cannot be resolved by the Service Desk.
• Manage physical support for client‑supplied headsets, smartphones, tablets and other peripherals.
• Collaborate with other service partners to provide infrastructure support for EUPSD services.
• Provide advice and assistance to end users, acting as a dedicated service hub during business hours.
• Open and manage incident and request records on behalf of end users.
• Maintain professionalism and ensure customer satisfaction throughout all interactions.

Required profile

• NV2 Security Clearance (mandatory).
• Strong time‑management and motivation.
• Proven experience delivering IT support services against defined KPIs.
• Excellent verbal and written communication skills.
• Customer‑service orientation with problem‑solving and analytical abilities.
• Enthusiastic interest in developing a career in IT.

Required skills

What we offer

• Opportunity to work on diverse client sites with both remote and on‑site responsibilities.
• Professional development in a senior technical support environment.