Permanent, Full Time, Hybrid
£40,000-£45,000
What we're looking for
Do you thrive in a diverse, hands-on technical role where every day is unique and challenging? Are you passionate about delivering outstanding onsite service while building strong client relationships?
As a Field Engineer at ROCK, you’ll play a critical role in delivering onsite services to our clients. This is a varied role comprising of resolving complex IT incidents and service requests that require physical presence at client sites, Project implementation and support and onboarding site visits. You will serve as the face of ROCK’s technical expertise, bridging the gap between remote support and onsite requirement. From infrastructure support and project installations to vendor liaison and onsite helpdesk delivery, you’ll ensure that clients receive timely, professional, and expert support that upholds ROCK’s high standards.
What you'll be doing
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Scheduled Onsite Visits: Conduct scheduled client visits to act as an “in-house Technical presence” for the day. This function aims to provide a greater presence from ROCK at the client's site, deal with walk-ups from users as well as proactively checking in with users onsite to see if there are any issues that you can assist with.
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Reactive Onsite Visits: Attend site to resolve issues that the Service Team have been unable to complete remotely.
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Project support and delivery: Laptop Setups, final setups onsite or in-house prep, Installation of hardware - firewalls, switches, UPS, NAS, AP’s, servers, etc, as required.
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Onboarding site visits: Be a professional and friendly face, attending new client sites to document infrastructure and gather information for our knowledge management system
Skills & experience you will need
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2+ years in an IT support or engineering role, ideally in a Managed Service Provider (MSP) or internal IT department.
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Experience with incident and service request management across infrastructure and user systems.
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Microsoft certifications or equivalent are desirable.
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Full UK Driving Licence required.
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Strong technical troubleshooting and diagnostic skills.
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Excellent organisational and multitasking abilities.
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Confident communicator with strong interpersonal skills.
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Comfortable working independently and under pressure.
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High level of accuracy, attention to detail, and documentation standards.
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Proficient in Microsoft Office tools and remote access technologies.
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Enthusiastic, proactive, and client-focused approach.
Bonus Tracks (Desirable Skills):
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Familiarity with ITILv4 practices and service management principles.