Field Support Engineer (IT)
Descrizione del posto
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Field Support Engineer (IT)
Location: Travelling to various client locations (Brighton-based this is not a remote working role)
Job Type: Permanent, Full-Time
Reports To: Professional Services Manager
About Us
At Trident, we make IT a source of strength, helping organisations thrive so they can better support the people who rely on them every day.
We believe technology should empower people, strengthen organisations, and enable better outcomes. By working in true partnership with our clients, we provide reliable IT services, practical guidance, and people-focused support that help businesses succeed.
Benefits
Joining Trident means becoming part of a supportive and collaborative environment where your contribution is recognised and rewarded. We are committed to supporting your wellbeing, professional development, and work-life balance.
- 33 days annual leave (including bank holidays), increasing by one day per year of service up to 40 days.
- Access to on-demand IT courses, practice tests and virtual labs.
- Access to Bupa Employee Assistance Programme (EAP) for you and your family.
- Cycle to Work scheme.
- Access to vendor pricing for personal IT hardware and software purchases.
- Microsoft Workplace Discount Programme with savings on Surface devices and Microsoft 365 subscriptions.
- Regular social events, team-building activities, and a Refer-a-Friend bonus scheme.
About the Role
We seek a passionate individual to join our team looking to progress their expertise and knowledge. As a Field Support Engineer (IT), you will be traveling to our client’s site as well as working remotely from our offices, providing outstanding customer service. This role requires a combination of expert technical expertise, problem-solving skills, and effective communication. A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.
- Travel to designated client sites to provide technical services for both project and helpdesk.
- Setting up new equipment and upgrading existing systems (i.e., remotely and physically configuring new PCs/Laptops, managing network printers, server installation or identifying network connectivity issues).
- Providing end-to-end support, ownership, and resolution technical service remotely and onsite in line with Trident’s SLA’s/KPI’s.
- Identifying potential escalations and proactively alerting management as needed.
- Providing and running training on new systems to end users.
- Creating and updating training and internal documentation.
- Troubleshoot and resolve hardware, software, and network issues.
- Providing regular updates to clients on the progress of their tickets.
- Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.
- On-budget, successful, and profitable delivery of an “exceptional customer experience”.
About You
- A flair for troubleshooting, communication, and exceptional customer service.
- Being flexible and adaptable to situations and changing requirements.
- Excellent task and time management.
- Strong 1st to 2nd line exposure including networking, hardware, and cloud infrastructure.
- MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification is desirable.
Next Steps
If you are looking for an opportunity to develop your career within a growing and people-focused organisation, we would love to hear from you. Apply today to be considered for this exciting Field Support Engineer (IT) opportunity.
- Submit your application along with an up-to-date CV.
- Applications will be reviewed as they are received.
- Suitable candidates will be contacted to discuss the role further.
- Successful applicants will be invited to attend an interview.
- Employment offers will be subject to satisfactory pre-employment checks.
- Join a business committed to partnership, integrity, and creating lasting value.
Please note this role may be advertised under a different title than that used internally.
Competenze chiave estratte
La nostra IA ha analizzato l'offerta per identificare le competenze richieste.
I nostri consigli per candidarsi
5 recommandations générées par notre IA pour maximiser vos chances.
⭐ Lead your Personal Statement with hands-on field support experience, as the advert explicitly requires travel to client sites and onsite delivery — not a desk-based role.
📊 Quantify your support workload: e.g. 'Resolved 95% of helpdesk tickets within SLA across 30+ client sites, reducing average resolution time to 4 hours.'
🎯 Highlight any experience configuring PCs, laptops, and network printers in a multi-client or MSP environment, as the advert lists these as core daily tasks.
🌐 Mention Microsoft 365 and any vendor certifications (e.g. CompTIA A+, Microsoft MD-102) prominently — Trident offers Microsoft Workplace Discount and vendor lab access, signalling a Microsoft-aligned environment.
🤝 Include a concrete example of delivering end-user training or writing technical documentation, as the advert specifically calls out both as responsibilities.
Bullets CV suggérés
3 bullets générés par notre IA pour cette offre, alignés sur ses mots-clés ATS.
Ajoutez ces 3 bullets sous votre expérience la plus récente :
- •Deployed and configured 150+ Windows endpoints across 12 client sites within a 6-month project cycle, achieving 100% on-time handover against agreed SLAs.
- •Diagnosed and resolved network connectivity faults for 8 concurrent client accounts, reducing average ticket resolution time from 6 hours to 3.5 hours through structured fault-finding methodology.
- •Delivered end-user training sessions on Microsoft 365 to 40+ staff across 3 client organisations, cutting repeat helpdesk calls related to core applications by 35% within 8 weeks.
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Votre lettre de motivation est prête
Nous avons rédigé une lettre pour Trident. Découvrez l'ouverture, puis débloquez la version complète personnalisée.
Aperçu — adapté à Trident
Dear Hiring Manager,
Triden's IT Field Engineer position stands out precisely because it combines hands-on client-site delivery with genuine ownership of tickets from first contact through to resolution — two aspects that define the kind of work I find most rewarding. My experience spans hardware configuration, network troubleshooting, and Microsoft 365 support across multi-site environments, all delivered against strict SLAs.
My background in managed IT services has equipped me with the technical breadth this role demands. Over three years supporting clients across varied industries, I have configured and deployed over 200 endpoints, resolved network connectivity faults under time pressure, and delivered structured end-user training sessions that reduced repeat helpdesk calls by 30%. I am comfortable working independently on client sites while keeping management informed of any potential escalations before they become critical.
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Domande probabili del colloquio
10 questions générées à partir de cette offre.
Tecniche
- ›Walk us through how you would diagnose and resolve a network connectivity issue at a client site with no prior knowledge of their infrastructure.
- ›A client's new PC is not joining the domain after a fresh setup — what steps do you take to identify and fix the issue?
- ›How would you approach a server installation at a client site, and what pre-visit checks would you carry out beforehand?
- ›Describe your process for managing and resolving a network printer issue affecting multiple users across a site.
- ›How do you ensure your technical documentation is clear and useful for both technical colleagues and non-technical end users?
Comportamentali
- ›Tell me about a time you had to manage a difficult client interaction on-site and how you resolved it.
- ›Describe a situation where you identified a potential escalation before it became a critical issue — what did you do?
- ›Give an example of when you had to balance multiple client tickets simultaneously under tight SLA deadlines.
- ›Tell me about a time you delivered training to end users on a new system — how did you tailor your approach?
- ›Describe a time you worked independently on a complex technical problem at a client site without immediate access to senior support.
Exemples de réponses STAR
Réponses modèles avec la méthode Situation-Tâche-Action-Résultat. À adapter à votre vécu.
Tell me about a time you had to manage a difficult client interaction on-site and how you resolved it.
Give an example of when you had to balance multiple client tickets simultaneously under tight SLA deadlines.