Lead Technical Field Engineer – Centre of Excellence

About the role

Unisys is looking for a motivated Lead Technical Field Engineer to join its national ICT team within the Centre of Excellence. The role provides Level 2 remote technical support, aiming to resolve incidents quickly and reduce on‑site interventions.

Key responsibilities

• Provide Level 2 remote support for incidents and service requests across a large enterprise ICT environment.
• Investigate, diagnose and resolve issues related to desktops, laptops, applications, network connectivity, VPN, printers and peripherals.
• Use remote diagnostic tools to identify faults and decide when escalation to Field Engineering or specialist teams is required.
• Maintain accurate ticket notes, manage multiple tickets, and meet SLA and KPI targets.
• Identify recurring faults, technical trends and contribute to continuous improvement and knowledge sharing.

Required profile

• Strong experience in Level 2 ICT support within an enterprise or government environment.
• Ability to work independently, manage competing priorities and own incidents from investigation to resolution.
• NV1 Security Clearance is mandatory.
• On‑site availability for all rostered shifts.

Required skills

• Windows desktop and laptop troubleshooting.
• VPN and network connectivity troubleshooting.
• Remote support and diagnostic tools.
• ServiceNow or similar ITSM platforms.
• ITIL‑aligned incident, request and problem management practices.