Field Service Engineer - IT Break Fix

A&O IT Group

3d•Onsite

About The Position

We are looking for a field engineer to deliver onsite IT support and hardware break/fix services across A&O customer contracts. The role covers diagnosis, repair, DSS support, parts handling and accurate ticket updates, with a strong focus on customer service and safe working. This is a mobile field role covering customer sites across the UK mainland. Work will not be limited to the engineer’s home area, and regular travel to other areas and designated parts collection points is expected. Weekday service delivery excludes public holidays; overtime may be required.

Requirements

Practical experience diagnosing and repairing PC and laptop hardware in a customer-facing support role.
DSS skills, including desk-side support for end users, device setup and troubleshooting of common hardware, software and peripheral issues.
Ability to follow technical manuals, use diagnostic tools and work through incidents independently while knowing when to escalate.
Clear communication with customers and support teams, with accurate written ticket notes.
Full UK driving licence with no more than three penalty points.
Candidates must be willing to travel frequently to customer sites beyond their home area, sometimes over substantial distances.
Flexibility to work overtime where required to meet operational and customer needs.
Comfortable working to response and closure targets while maintaining repair quality and customer care.

Nice To Haves

Experience re-imaging devices and deploying them to end users is advantageous.
Existing HP or other vendor certifications in hardware break/fix are advantageous.

Responsibilities

Attend assigned customer sites within the agreed service area to diagnose and resolve hardware and end-user IT incidents.
Carry out onsite repairs and component replacements on supported desktops, notebooks, Chromebooks, thin clients, displays and docking devices, following the applicable manufacturer and contract procedures.
Collect allocated parts from designated pickup and drop off points, check them, and handle parts and records in line with the agreed process.
Use the relevant diagnostic tools and applications to identify the root cause, complete the repair and record the outcome.
Keep the customer informed during the visit; report access problems, unavailable customers, incorrect or delayed parts, and additional parts needs through the prescribed support and escalation channels.
Update work orders promptly and accurately, including actions taken, parts used, visit outcome and information needed for closure and service level reporting.
Follow customer site rules, health and safety procedures, information security requirements and A&O conduct standards; carry A&O identification when attending site.
Use strong passwords and comply with applicable customer and A&O information security rules on devices used for service work.