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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Engineer (Field / Remote) - **Company:** Central Technology Ltd - **Location:** Chesterfield, UK (Remote available) - **Salary:** £26,500.0 - £28,000.0 - **Contract:** Permanent contract - **Skills:** Communications Protocols, Local Area Networks, Microsoft Software, Remote Service Software, Wi-Fi Technology, Data Logging, Cisco - **Published:** September 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=eca4d23e660ec851 ## About the Role * Technical Troubleshooting to diagnose and resolve common hardware, operating systems, network and connectivity issues to restore user productivity and minimise user downtime. * Excellent customer service and communication to deliver clear, patient and professional face-to-face support that builds trust and improves user satisfaction. * Accurately log, update and close tickets while having the ability to follow 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, collaborating with regional branches and teams as required by project demands., * Relevant technical certifications (e.g., Microsoft, Cisco, CompTIA) are advantageous. ## Description Reporting to the National Service Desk Manager, the Remote Support Service Desk Engineer is the customer-facing extension of Central Technology's service desk, responsible for delivering consistent, high-quality onsite technical support across the customer's primary and satellite locations. Empowered by the centralised remote service desk and implementation engineering teams, this role provides onsite hands-on incident resolution, hardware deployments, meeting-room and AV support, and local coordination of escalations and third-party vendors with the service desk as and when required. The Engineer is committed to customer service excellence, accurate ticketing discipline, and continuous improvement, ensuring that every onsite request, whether a routine incident or a service request are handled with the same attention to detail and professionalism., * Own onsite tickets from assignment to closure, ensuring accurate logging, timely updates, and SLA compliance. * Triage and resolve incidents that require physical intervention; escalate complex or remote-only issues to the service desk per escalation matrix. * Prioritise work based on business impact, urgency, SLA targets, and customer direction. End User Support and Customer Experience * 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 for common applications, security best practices, and local processes to reduce repeat incidents. * Act as the Central Technology's onsite ambassador, maintaining strong relationships with site managers, business stakeholders, and VIP users. Hardware Deployment and Lifecycle Management * Build, image, configure, and deploy end user devices following in-place standards (imaging, security baseline, asset tagging) working with the service desk as and when required. * Maintain accurate asset records in the asset management system for the customer to ensure accurate data is available for all key stakeholders. Meeting Room, AV, and Local Infrastructure Support * Install, test, and troubleshoot meeting room AV and collaboration equipment, ensuring readiness for scheduled events. * Perform routine checks working with the service desk as and when required on local network connectivity, Wi-Fi, cabling, printers, and other shared infrastructure. Documentation and Knowledge Sharing * 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 information is available for all technical stakeholders. Proactive Maintenance and Continuous Improvement * 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 as and when requested by the service desk * Support small projects and rollouts at the site, coordinating with the project or implementation teams. Collaboration and Reporting * Work closely with service desk and implementation engineers, ensuring seamless handovers and consistent service delivery and the customer. * Provide regular status updates and incident updated to the customer as and when required. * Follow escalation, confidentiality, and customer-communication protocols at all times.