Job Description

IT Field Services Engineer - Derby, Full time

We're looking for a Field Services Engineer to join our Managed Services Team at 848 Group, delivering high-quality, customer-focused IT support within a client-facing environment across Manchester and Warrington. As a highly visible, hands-on engineer, you'll operate as an on-site technical representative, providing real-time troubleshooting and end-user support while working closely with 848's Service Desk, Service Delivery Managers, and wider Technical Teams. You'll play a key role in ensuring operational continuity, excellent user experience, and that customers are fully leveraging their technology investment. This role is ideal for someone who enjoys being mobile, customer-facing, and embedded within client environments, while still being supported by a wider managed services function.

Key responsibilities

End User Support and experience

Provide first-line and second-line on-site support for end users across two Derby-based offices Act as a primary point of contact for users, answering calls and raising, triaging, and managing support tickets Deliver real-time troubleshooting and technical assistance to minimise business disruption Maintain a consistently high-quality user experience aligned with client contracts and service standards Provide clear, regular communication to users on ticket progress and resolution

Incident, request & problem management

Log, diagnose, and resolve incidents and service requests in line with SLA/XLA frameworks Take full ownership of issues, resolving where possible or escalating appropriately while maintaining accountability Monitor and triage service alerts across dashboards Identify recurring issues and contribute to root cause analysis and long-term corrective actions Provide Tier 1 out-of-hours support on a rota basis, as required

Systems & infrastructure support

Ensure desktops, laptops, peripherals, meeting room equipment, and on-site hardware remain operational and optimised Perform installations, upgrades, and maintenance of end-user devices, peripherals, and applications Carry out proactive maintenance on customer infrastructure where required Provide on-site support to maintain availability in a high-demand, business-critical environment

Collaboration, knowledge & continuous improvement

Work closely with the wider Service Desk and Managed Services teams to ensure swift resolution of assigned calls Understand and adhere to 848 Group's internal and customer processes, policies, and procedures Document internal and customer-facing processes, procedures, and known fixes Keep up to date with emerging technologies and industry best practices Provide insights and feedback to improve service efficiency and user experience

What we're looking for:

Experience

Proven experience in a Field Services Engineer, Desk-side Support, or End User Support role Experience working within a managed services or client-facing IT environment Strong experience supporting Microsoft 365, Microsoft workstation and server operating systems, and Microsoft applications Experience handling high-volume, high-visibility user interactions

Skills

Excellent customer service and communication skills (written and verbal) Strong troubleshooting, analytical, and problem-solving abilities Ability to manage priorities and remain composed in fast-paced environments Proactive, solution-focused, and customer-centric mindset Strong attention to detail and ability to manage workload effectively Confident working independently and collaboratively within small and large teams

Qualifications and certifications

GCSE English and Maths Post-secondary education related to IT (e.g. Level 3 IT Apprenticeship or equivalent) Microsoft, CompTIA, or other relevant IT certifications (desirable) Knowledge of ITIL/ITSM processes

Other requirements

Willingness to work a flexible rota, including occasional additional hours Full UK driving licence Any offer is subject to the receipt of a satisfactory BPSS and Credit Checks ahead of your contract start date, and should there be a business requirement, the ability to gain Security Clearance, funded by the business Willingness to work flexibly across locations and occasionally outside the UK, if required
Bonus points if you also have

Experience supporting multiple office locations Knowledge of XLA-based service delivery models Experience working as an embedded engineer within a client environment Understanding of managed services governance and service delivery models

Our employee value proposition

At 848 Group our people are at the heart of everything we do. Our People Strategy is designed to attract, develop, and retain top talent while fostering an inclusive culture where everyone can thrive in a diverse, engaged, and high-performing workforce where everyone feels valued and empowered to reach their full potential in a safe environment.

People are our spark - the force that drives progress, innovation, and service excellence. We believe that when our people thrive, so does our business. Our People Promise is our commitment to creating an experience where you feel supported, valued, and inspired to grow.

Whether you're new to the business or have been with us for years, we want you to feel confident in what you can expect from us, and what we're building together.

This is more than a strategy. It's how we work, lead, and grow, together.

Employee benefits

Private healthcare, including dental, optical, stress counselling, and mental health support Unlimited holiday allowance (fair usage policy) + bank holidays Gifts for significant life events (getting married, buying first home, becoming a parent) 2 paid days a year for volunteering One-month full sick pay Discretionary bonuses
Job Type: Full-time

Pay: 25,000.00-35,000.00 per year

Application question(s):

Please confirm that you are able to obtain satisfactory BPSS checks and Security Clearance Are you able to commute to and from Manchester/Warrington for work 5 days a week?
Licence/Certification:

Driving Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person