IT Service Desk Engineer (Field / Remote)

Salary: £26,500 - 28,000 per year

Requirements:

• Technical troubleshooting to diagnose and resolve common hardware, operating systems, network, and connectivity issues to restore user productivity and minimise downtime.
• Excellent customer service and communication skills to deliver clear, patient, and professional face-to-face support.
• Ability to accurately log, update, and close tickets while following work instructions, SLA targets, and escalation procedures.
• Strong organisational skills with the ability to manage multiple priorities and deadlines while maintaining a client-centric approach.
• Understanding of the UK regulatory environment, including GDPR and other data protection requirements.
• Willingness to travel nationally as required by project demands.
• Relevant technical certifications such as Microsoft, Cisco, or CompTIA are advantageous.

Responsibilities:

• Own onsite tickets from assignment to closure, ensuring accurate logging, timely updates, and SLA compliance.
• Triage and resolve incidents that require physical intervention, escalating complex or remote-only issues to the service desk per the escalation matrix.
• Prioritise work based on business impact, urgency, SLA targets, and customer direction.
• Deliver face-to-face support for end users, diagnosing and resolving desktop, laptop, mobile, and peripheral issues with professionalism and empathy.
• Provide user guidance and training on common applications, security best practices, and local processes to reduce repeat incidents.
• Act as our onsite ambassador, maintaining strong relationships with site managers, business stakeholders, and VIP users.
• Build, image, configure, and deploy end user devices following in-place standards, working with the service desk as required.
• Maintain accurate asset records in the asset management system.
• Install, test, and troubleshoot meeting room AV and collaboration equipment to ensure readiness for scheduled events.
• Perform routine checks on local network connectivity, Wi-Fi, cabling, printers, and other shared infrastructure, working with the service desk as required.
• Update tickets with clear resolution notes, root cause analysis, and next steps.
• Contribute to and maintain knowledge base articles and runbooks for common onsite procedures.
• Record configuration changes and local site diagrams to support continuity and handover.
• Identify, report, and log recurring issues and improvement opportunities, proposing fixes, process changes, or automation opportunities.
• Perform scheduled preventative maintenance and health checks to reduce downtime and reactive work.
• Support small projects and rollouts at the site, coordinating with project or implementation teams.
• Work closely with service desk and implementation engineers to ensure seamless handovers and consistent service delivery.
• Provide regular status updates and incident updates to the customer as required.
• Follow escalation, confidentiality, and customer-communication protocols at all times.

Technologies:

• Cloud
• Cisco
• Hardware
• Support
• Matrix
• Mobile
• Network
• Security
• DevOps
• Incident Management

More:

We are CT, a forward-thinking IT support, Telecoms and Cloud Services provider on a journey from a regional, single-office business to a national, multi-location organisation. Our mission is to be the UKs leading business technology partner to the SME market and the UKs premier provider of cloud data solutions. This is a remote support service desk engineer role reporting to the National Service Desk Manager, delivering onsite technical support across customer locations. We offer a competitive salary of £26,500 to £28,000 per year and benefits including a canteen, company events, company pension, cycle to work scheme, free fitness classes, free flu jabs, free parking, health and wellbeing programme, on-site parking, private medical insurance, referral programme, sick pay, and work from home. The role is based on a hybrid remote arrangement in Chesterfield S41.

last updated 38 week of 2026