Field Services Engineer-MyTechnology

London | Other

Field Services Engineer
London area - with regular travel
Full time, Permanent
£32,000 - £34,000 dependent on experience 


Here at Serco, we have we are seeking an ambitious and enthusiastic Field Services Engineer to deliver technical support to users and organisations for the My Technology standard services. This involves ensuring that service requests are handled appropriately, the live service environment operates smoothly, and maintenance aligns with the SIAM process model.


In this key role, you will act as subject matter experts (SMEs) in your specialised areas, providing technical assistance, advice, and training related to ordering My Technology standard services. This includes supporting complex or expert use of the services and determining the most suitable variant to meet specific business needs. Additionally, you will provide expertise and support for incidents or post-incident reviews and have operation responsibility for both secure and non-secure services.


As part of this you'll:


  • Be responding to day-to-day incidents and request via the ticketing system Service Now to meet the needs for the business within SLAs.
  • Install, configure, troubleshoot, and maintain hardware, software, and network equipment focusing on Windows 10 and 11 environments up to a third line level.
  • Diagnose and resolve technical issues efficiently, minimising downtime and maximising productivity.
  • Provide preventative maintenance to ensure the optimal performance and reliability of IT systems and AV equipment.
  • Build strong working relationships with stakeholders, understanding their needs and exceeding expectations.
  • Clearly explain technical issues and solutions to clients in a way that is easy to understand.
  • Collaborate effectively with internal and external teams, including network engineers and software specialists, to resolve complex problems.
  • Actively support and promote service excellence, constantly seeking ways to improve the service to deliver high levels of customer satisfaction.
  • Document all service activities and maintain accurate records for future reference.
  • Complete all necessary admin work accurately and on time such as timesheets and expenses.

What you'll need to do the role:


  • 2 years desktop engineer experience.
  • Have a valid UK driving license.
  • Be SC cleared or able to undergo and achieve SC clearance.
  • Strong experience in working with a managed desktop environment.
  • Strong experience in Windows 10 ever green environments.
  • Strong experience with ITIL based working practices.
  • Knowledge of Active Directory and group policy.
  • Knowledge of CE+ accreditation process.
  • Knowledge of solution rollout to end users.
  • Knowledge of managed print solutions and technology and ideally knowledge of audio-visual solutions for conference rooms.


Why Serco:


Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.


What we offer:


  • 25 days annual leave plus bank holidays.
  • Annual leave purchase scheme.
  • Up to 6% contributory pension scheme
  • Free onsite parking.
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
  • A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
  • A safe and supportive culture.
  • A company passionate about diversity and inclusion.


About Serco


At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.



Please click on the apply button to be taken to our careers website


Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.


We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Contract Type
Expiry Date
31/07/2024 01:14:00
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