Onsite Technical Support Engineer

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

This position will provide onsite technical support to a selection of  client’s based in the Brigg area, as well as assisting our service desk to support all clients both remotley and from our office as required.  A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.


  • Provide onsite support for incidents related to hardware, software and application services to a selection of customers
  • Provide service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of clients
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes
  • Triage and resolve incidents to stringent customer defined SLAs
  • Drive service improvement within the service desk to improve first time fix resolution times
  • Communicate clearly, effectively and in a timely manner with all customers
  • Create and maintain accurate documentation within the centralised management database
  • Provide any on-site support to resolve customer service outages as required to meet SLAs
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience


  • 2 years’ experience in a 1st or 2nd Line role within a service desk environment preferably with some onsite experience also.
  • Experience of working with a ticket management platform.
  • Good knowledge of Windows Server, Virtual environments, MS Windows, Active Directory, Antivirus.
  • MS Exchange and Outlook management skills required.
  • Knowledge of OneDrive, SharePoint and other 365 applications.
  • Demonstrated PC hardware/software trouble-shooting skills.
  • Excellent team player with proven mentoring capabilities.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • ITIL knowledge preferred or certification would be desirable.
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own
  • Committed to achieve the companies vision.

Hours of work: Monday to Friday 9am – 5.30pm (occasionally overtime may be required to fulfill client requirements)

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