218530-en_GB
Life on the team
We are seeking an experienced and customer-focused Senior Customer Engineer to provide onsite IT support for one of our customers in Derby. Supporting a large and dynamic user base, you will play a key role in delivering high-quality IT services across incidents, service requests, and Tech Bar support, while contributing to overall service excellence and customer satisfaction.
This is a hands-on role requiring strong technical capability, excellent communication skills, and the ability to work collaboratively within a team environment.
Must either have, or the ability to undertake Security Clearance to be considered. The role also requires working 5 days per week onsite, so please bear this in mind when applying.
What you’ll do
Service Delivery
• Provide onsite support for incident resolution and service requests in line with agreed SLAs.
• Deliver Tech Bar support, offering face-to-face assistance, guidance, and troubleshooting for end users.
• Ensure timely and effective resolution of IT issues, escalating where required.
Asset & Lifecycle Management
• Carry out device deployments, decommissions, and collections in accordance with process.
• Support moves, adds, and changes (MAC) across the campus.
• Maintain accurate asset tracking and documentation.
Customer Experience
• Deliver a high level of customer service, acting as a key point of contact for onsite IT support.
• Communicate clearly with users, providing updates and managing expectations.
• Build strong relationships with stakeholders across the business.
Operational Support
• Collaborate with wider support teams, service management, and third parties to resolve issues.
• Contribute to continuous improvement initiatives and knowledge sharing.
• Ensure compliance with ITIL processes and security standards.
What you’ll need
Skills & Experience
Essential
• Proven experience in an onsite IT support or field engineering role.
• Strong troubleshooting skills across desktop, laptop, and peripheral technologies.
• Experience handling incidents, requests, and walk-up (Tech Bar) support.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to work effectively in a team environment.
• Good organisational and time management skills, with the ability to prioritise workload.
• Familiarity with ITSM tools (e.g. ServiceNow) and ITIL-aligned processes.
Desirable
• Experience working within a large enterprise or campus environment.
• Knowledge of device lifecycle management and asset control processes.
• Experience supporting VIP or executive users.
• Relevant technical certifications (e.g. Microsoft, ITIL Foundation).
