IT Field Support Engineer at Sky Systems, Belfast, £Contract Rate

Duration not stated Customer Service

Contract Description

Job Title: Field IT Support Engineer
Location: Ireland
Type: Onsite Dispatch Support

Overview:

We are seeking an experienced Field IT Support Engineer to provide comprehensive onsite dispatch support, encompassing desktop/end-user support, smart hands and feet services, and data center support. This role requires a proactive and client-focused professional to ensure smooth IT operations, uphold user satisfaction, and manage technical activities efficiently.

Key Responsibilities:

1. Workplace Services – Dispatch Support Services

  • Provide end-user support through onsite resolution for incidents, problems, changes, and queries.
  • Support hard IMACDs (Install, Move, Add, Change, Dispose) and maintain stock for break-fix activities across all service towers.
  • Manage remote sites and home workers, ensuring next-business-day incident resolution.
  • Assist in supporting end-user devices, including BYOD, with basic troubleshooting and redirection to appropriate support channels.
  • Coordinate activities such as:
  • Dispatching onsite support specialists for unresolved issues.
  • Scheduling onsite visits for incidents and IMACD requests.
  • Supporting VIP services for special events or high-priority requests.
  • Managing warranty claims with third-party suppliers.
  • Handling stock and ensuring compliance with local environmental regulations for packaging disposal.
  • Update ITSM tools and CMDB for accurate tracking of incidents, configuration items, and ticket lifecycle management.

2. Workplace Services – Smart Hands Support

  • Execute operational and maintenance tasks to ensure smooth functioning of IT services.
  • Report on equipment status, including lights, cables, and general conditions.
  • Perform tasks such as:
  • Power cycling of equipment and resetting circuit breakers.
  • Assisting with IP telephony and video conferencing systems (e.g., endpoint configuration and basic troubleshooting).
  • Patching between structured cabling and network equipment.
  • Managing removable media for transportation and storage.
  • Providing root cause analysis and support for incident resolution.

3. Workplace Services – Onsite Stock Management

  • Manage inventory of spare parts and peripherals to ensure adequate stock levels.
  • Work with logistics services for the secure handling of inbound and outbound stock.
  • Oversee the secure disposal of assets in compliance with organizational protocols.
  • Maintain a secure storage room for stock equipment, ensuring controlled access.
  • Investigate and resolve issues related to failed deliveries and rebooking.

Qualifications and Skills:

  • Proven experience in IT field support or similar roles.
  • Proficiency in desktop/end-user support and data center operations.
  • Strong understanding of ITSM tools, CMDB, and lifecycle ticket management.
  • Familiarity with hardware break-fix, IMACD tasks, and stock inventory management.
  • Excellent troubleshooting skills for a wide range of IT devices and systems, including BYOD and telephony systems.
  • Effective communication and customer service skills, with a focus on VIP support and technical coordination.

Working Conditions:

  • Onsite dispatch at end-user locations and data centers.
  • May require travel to remote sites and coordination with third-party vendors.
  • Support for high-priority events and VIP services as needed.

Job Types: Full-time, Freelance

Schedule:

  • Monday to Friday

Work authorisation:

  • United Kingdom (required)

Work Location: In person