Field Engineer

<p><strong>Location:</strong> Bootle, Sefton, Liverpool</p> <p><strong>Division:</strong> Managed Services</p> <p><strong>Reports to:</strong> Field Engineering Team Leader</p> <h1>ABOUT US</h1> <p>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.</p> <h1>OUR VALUES</h1> <p><strong>Partnership: </strong>we become one team and family with organisations, helping them to navigate change and stay agile.</p> <p><strong>Integrity: </strong>our people really care, going beyond the brief to make change happen for organisations and citizens.</p> <p><strong>Innovation: </strong>we bring together the right technologies and services to design solutions that work.</p> <p><strong>Passion: </strong>we are passionate about, and dedicated to, public services and improving people’s lives.</p> <h1>THE ROLE</h1> <h2>Key responsibilities</h2> <p>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.</p> <h2>Specific duties</h2> <ul> <li>Deliver face-to-face, telephone and on-site technical support to customers and partners across the contract.</li> <li>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.</li> <li>Take ownership of service delivery in line with agreed SLAs, KPI targets and customer expectations.</li> <li>Actively contribute to team capability and service excellence by sharing knowledge, supporting colleagues and maintaining accurate technical documentation.</li> <li>Liaise effectively with third-party suppliers to coordinate support activity, resolve technical issues and support timely service delivery.</li> <li>Build positive working relationships with colleagues, customers and external partners to support shared goals and high-quality outcomes.</li> <li>Identify opportunities to improve ways of working, strengthen service quality and support continuous improvement.</li> </ul> <h2>Opportunity</h2> <p>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.</p> <h1>ABOUT YOU</h1> <p>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.</p> <h2>Essential experience and skills</h2> <ul> <li>Experience