Location: Bootle, Sefton, Liverpool

Division:          Managed Services

Reports to:       Field Engineering Team Leader

ABOUT US

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

OUR VALUES

Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.

Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.

Innovation: we bring together the right technologies and services to design solutions that work.

Passion: we are passionate about, and dedicated to, public services and improving people’s lives.

THE ROLE

Key responsibilities

The Field Support Engineer plays an important role in delivering high-quality IT support services across the Sefton partnership. The role provides technical support for incidents, service requests and project activity, both remotely and on site. Working closely with the Field Engineering Team Leader, you will diagnose technical issues, implement effective solutions, support service improvement activity and help ensure customers receive a responsive, professional service.

Specific duties

• Deliver face-to-face, telephone and on-site technical support to customers and partners across the contract.
• Provide hardware support, configuration and troubleshooting for laptops, desktops, tablets and mobile phones, resolving IT incidents and service requests through the Service Management System and direct customer interaction.
• Take ownership of service delivery in line with agreed SLAs, KPI targets and customer expectations.
• Actively contribute to team capability and service excellence by sharing knowledge, supporting colleagues and maintaining accurate technical documentation.
• Liaise effectively with third-party suppliers to coordinate support activity, resolve technical issues and support timely service delivery.
• Build positive working relationships with colleagues, customers and external partners to support shared goals and high-quality outcomes.
• Identify opportunities to improve ways of working, strengthen service quality and support continuous improvement.

Opportunity

This is a great opportunity for an IT support professional to continue developing their technical expertise in a varied field support role. You will work with customers, technical teams and stakeholders to support critical public services, contribute to project delivery and help improve service quality and operational efficiency.

ABOUT YOU

We are looking for someone who enjoys solving technical problems, working with customers and contributing to a supportive team environment. You do not need to meet every desirable criterion to apply; if you meet most of the essential requirements and are keen to develop, we would welcome your application.

Essential experience and skills

• Experience working in an IT support, field support, managed service or customer service environment.
• Experience supporting and troubleshooting laptop, desktop, tablet or mobile device hardware.
• Strong communication, listening and customer service skills, with the ability to explain technical information clearly.
• Working knowledge of Windows 11, Microsoft 365 and end-user support tools, with the ability to diagnose and resolve common technical issues.
• Good organisational, time management and prioritisation skills, including the ability to manage workload and meet agreed deadlines.
• Strong problem-solving skills, attention to detail and the ability to make effective decisions in a busy, fast-paced environment.
• A flexible, adaptable and customer-focused approach, with a commitment to continuous improvement.

Desirable experience and skills

• Experience with Active Directory, Microsoft Intune, Azure Cloud Services or identity and device management.
• Awareness of IT security technologies such as endpoint protection, antivirus tools, vulnerability management or cyber security controls.
• Experience supporting public sector customers or working in a partnership-based service environment.
• Experience sharing knowledge, mentoring colleagues or maintaining technical documentation.

WHAT WE CAN OFFER YOU:

This role offers a varied mix of technical challenges within a culture that supports learning, development and continuous improvement.

Benefits include:

• Enhanced Pension Scheme
• Life Assurance
• Access to exclusive discounts and offers through the company’s “Perks at Work” scheme
• 25 days annual leave, with the option to buy more

PROCESS

To apply, please submit your CV.

By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing [email protected], but please note that this means we will no longer consider you for the role you have applied for.

We use a consistent recruitment process for all roles to help us attract and assess talent fairly.

If you need any reasonable adjustments during the recruitment process, please let us know so we can support you.

Agilisys is committed to building an inclusive workplace where different perspectives, backgrounds, identities and experiences are valued. We welcome applications from all candidates and are committed to treating everyone fairly throughout the recruitment process, regardless of any legally protected characteristic.