IT Field Technician

Job purpose: The IT Field Technician provides first-line and second-line on-site and remote support for customer incidents and service requests across an assigned region. The role ensures high standards of customer service, reliable operation of end-user technology and local infrastructure, and effective support for day-to-day IT service delivery.

Main (Core) Duties

Provide first-line and second-line support for incidents and service requests through site visits, telephone, email, and self-service channels.

• Deliver on-site support to designated customer locations and travel across the region, and occasionally further afield, as required.
• Maintain excellent customer service when dealing with users and stakeholders, recognising the priority and impact of issues in the wider context of IT service delivery.
• Comply with incident, request, change, and major incident processes and all other documented ITIL-aligned procedures.
• Escalate incidents and service issues to the appropriate support tier or manager where required.
• Keep up to date with technical developments to maximise first-time fix rates and service quality.
• Support the development of ICT-related policies, standards, and working practices.
• Maintain the performance of end-user devices and peripherals such as wireless devices, printers, whiteboards, projectors, and classroom technology.
• Develop and maintain a strong working knowledge of OLC services, supported systems, and customer environments.

Technical Responsibilities

• Support reliable operation of customer networks, devices, and local infrastructure used for teaching, learning, and business operations.
• Ensure agreed service levels and key performance indicators are met.
• Assist with compliance relating to data protection, software licensing, and security controls.
• Support procurement activity and liaise with suppliers where directed.
• Install, remove, and configure software and hardware as required.
• Maintain accurate asset and configuration records in the relevant systems.
• Support printer and MFD services, including liaison with suppliers and engineers.
• Manage user access to systems and information on site and remotely where appropriate.
• Support IT services during events or out-of-hours activity where required.

Liaison and training

• Participate in training, learning activities, and performance development.
• Attend and contribute to meetings as required.
• Support IT induction activity for new starters.

Undertake other duties reasonably commensurate with the role.

Pay: £25,000.00-£30,000.00 per year

Do you have experience in Technical support?

Pulled from the full job description

• Sick pay
• Company pension
• Private medical insurance
• On-site parking