IT Field Engineer

We seek a passionate individual to join our team looking to progress their expertise and knowledge. As an IT Field Engineer, you will be traveling to our client’s site as well as working remotely from our offices, providing outstanding customer service. This role requires a combination of expert technical expertise, problem-solving skills, and effective communication. A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.

• Travel to designated client sites to provide technical services for both project and helpdesk.
• Setting up new equipment and upgrading existing systems (i.e., remotely and physically configuring new PCs/Laptops, managing network printers, server installation or identifying network connectivity issues).
• Providing end-to-end support, ownership, and resolution technical service remotely and onsite in line with Trident’s SLA’s/KPI’s.
• Identifying potential escalations and proactively alerting management as needed.
• Providing and running training on new systems to end users.
• Creating and updating training and internal documentation.
• Troubleshoot and resolve hardware, software, and network issues.
• Providing regular updates to clients on the progress of their tickets.
• Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.
• On-budget, successful, and profitable delivery of an “exceptional customer experience”.

• A flair for troubleshooting, communication, and exceptional customer service.
• Being flexible and adaptable to situations and changing requirements.
• Excellent task and time management.
• Strong 1st to 2nd line exposure including networking, hardware, and cloud infrastructure.
• MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification is desirable.

Joining Trident means becoming part of a supportive and collaborative environment where your contribution is recognised and rewarded. We are committed to supporting your wellbeing, professional development, and work-life balance.

• 33 days annual leave (including bank holidays), increasing by one day per year of service up to 40 days.
• Access to on-demand IT courses, practice tests and virtual labs.
• Access to Bupa Employee Assistance Programme (EAP) for you and your family.
• Cycle to Work scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Microsoft Workplace Discount Programme with savings on Surface devices and Microsoft 365 subscriptions.
• Regular social events, team-building activities, and a Refer-a-Friend bonus scheme.

At Trident, we make IT a source of strength, helping organisations thrive so they can better support the people who rely on them every day.

We believe technology should empower people, strengthen organisations, and enable better outcomes. By working in true partnership with our clients, we provide reliable IT services, practical guidance, and people-focused support that help businesses succeed.