IT Field Services Engineer (1st & 2nd Line Support)

Reporting To

Service Delivery Manager (or relevant line manager)

Location

Skelmersdale & Manchester, with travel across the UK and Northern Ireland

Company

Akkodis is a global leader in engineering, technology, and R&D, harnessing the power of connected data to drive digital transformation and innovation for a smarter, more sustainable future. As part of the Adecco Group, Akkodis employs over 50,000 engineers and digital specialists across 30 countries in North America, EMEA, and APAC. Our teams bring extensive cross-sector knowledge in critical technology areas such as mobility, software services, robotics, simulations, cybersecurity, AI, and data analytics, enabling clients to tackle complex challenges in today’s rapidly evolving markets.

With a comprehensive solution portfolio across four service lines: Consulting, Solutions, Talents, and Academy, Akkodis supports clients from concept through to full-scale deployment and optimisation. Our diverse offerings help organisations rethink product development, accelerate productivity, reduce time-to-market, and prepare for the future. At Akkodis, you'll join a dynamic environment that values continuous learning and global collaboration, where you can make a meaningful impact through innovative projects that shape the future of technology.

Scope

The Field Services Engineer provides 1st and 2nd Line IT support services across multiple Akkodis client environments. The role supports end users both remotely and on-site, ensuring the efficient operation of IT infrastructure, telecommunications systems, and end-user technology. This position requires regular travel to customer sites throughout the UK and Northern Ireland to deliver high-quality support and maintain exceptional customer satisfaction.

Role

As a Field Services Engineer, you will be responsible for delivering responsive and effective technical support across a broad range of technologies. You will troubleshoot hardware, software, networking, and telecommunications issues, ensuring minimal disruption to customer operations. Working independently and collaboratively with internal teams and third-party vendors, you will manage incidents through to resolution while maintaining excellent service standards and building strong customer relationships.

Responsibilities

• Provide 1st and 2nd Line IT support across hardware, software, networking, and telecommunications environments.
• Diagnose and resolve issues relating to laptops, desktops, mobile devices, printers, and peripheral equipment.
• Support, maintain, and troubleshoot Windows operating systems, Microsoft 365, Active Directory, and enterprise applications.
• Install, configure, and maintain telecommunications systems, including VoIP solutions, mobile device management platforms, and networked communication systems.
• Utilise IT Service Management (ITSM) tools such as ServiceNow, Remedy, or Jira Service Management to log, track, update, and resolve incidents and service requests.
• Troubleshoot network technologies including TCP/IP, DNS, DHCP, VPNs, LAN, and WAN environments.
• Manage incidents through to successful resolution, escalating where appropriate and ensuring adherence to service level agreements.
• Maintain accurate documentation of support activities, resolutions, procedures, and technical knowledge.
• Collaborate with internal support teams, infrastructure specialists, and third-party vendors to resolve complex technical issues.
• Provide on-site support to customer locations across the UK and Northern Ireland as required.
• Deliver outstanding customer service and develop strong working relationships with client stakeholders.
• Contribute to continuous service improvement initiatives and knowledge-sharing activities.

Required Experience

• Previous experience in a 1st Line or 2nd Line IT Support, Service Desk, Desktop Support, or Field Services role.
• Experience supporting Windows operating systems, Microsoft 365, and Active Directory environments.
• Proven experience troubleshooting end-user hardware, software, networking, and telecommunications issues.
• Experience working with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or Jira Service Management.
• Experience supporting users in customer-facing or multi-client environments is highly desirable.
• Experience providing remote and on-site technical support across multiple locations.

Required Skills

• Strong technical knowledge of Windows operating systems, Microsoft 365, and Active Directory.
• Strong understanding of networking principles and technologies, including TCP/IP, DNS, DHCP, VPNs, LAN, and WAN.
• Familiarity with telecommunications technologies such as VoIP, mobile networks, and unified communications platforms.
• Ability to diagnose and resolve hardware, software, network, and telecoms issues efficiently and effectively.
• Proficiency in using ITSM tools and adhering to incident and request management processes.
• Excellent communication and interpersonal skills with a customer-focused approach.
• Strong problem-solving and analytical capabilities.
• Ability to prioritise workload and manage multiple tasks in a fast-paced environment.
• Ability to work independently and collaboratively within a wider support team.
• Full UK driving licence preferred due to regular travel requirements.

Required Education

• GCSEs (or equivalent) including Maths and English.
• Relevant IT qualification, diploma, or certification preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or equivalent are advantageous.
• Ongoing commitment to technical learning and professional development.

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