Onsite Engineer

Location: West Midlands
Employment Type: Full-time

About the Role
We’re looking for an experienced Onsite Engineer to deliver face-to-face technical support for one of our key clients. Acting as their dedicated point of contact, you’ll handle all IT support needs, build strong relationships at all levels, and ensure exceptional service delivery. You’ll also maintain meticulous documentation to guarantee streamlined and consistent support.

Key Responsibilities

• Provide onsite technical assistance, troubleshooting hardware, software, and network issues.
• Act as the primary technical contact for the client, managing all IT support requirements.
• Support users at remote sites when needed.
• Install, maintain, and troubleshoot client hardware/software in line with company standards, including system upgrades.
• Respond to technical queries promptly, prioritising effectively to meet KPIs and service expectations.
• Log and manage all activity within the PSA system following Service Desk procedures.
• Maintain accurate client site documentation.
• Manage your support queue efficiently, resolving calls in line with SLAs while delivering outstanding customer service.
• Collaborate with team members and clients to maintain strong working relationships.
• Suggest improvements to client systems and services to enhance performance and service quality.
• Assist with projects alongside professional service engineers when required.

What We’re Looking For

Personal Attributes:

• Genuine desire to continually improve technical knowledge and skills through self-study.
• Self-motivated with the ability to work independently.
• Strong attention to detail and accuracy.
• Flexible and adaptable, able to pick up visits at short notice.
• Excellent organisational skills with the ability to prioritise workloads.

Essential Skills & Experience:

• Proven experience as a Service Desk Engineer.
• Experience with remote support tools.
• Strong knowledge of Microsoft Windows Server/Desktop environments.
• Experience with Microsoft 365, SharePoint, Entra ID, InTune, and AutoPilot.
• Networking knowledge (TCP/IP, Firewall, Routing/Switching).
• Familiarity with Unifi.
• Excellent customer service and communication skills.
• Full UK driving licence and transport with Business Insurance.

Desirable:

• Knowledge of Conditional Access Technologies.
• Experience with Mimecast email security.
• Familiarity with Datto RMM / BCDR / SaaS.

Why Join Us?
You’ll be part of a dynamic team committed to delivering exceptional IT services. We offer opportunities for professional growth, ongoing training, and the chance to work closely with a valued client to make a real impact.

Joining Air IT means unlocking a world of perks and opportunities, including:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Apply Now
If you’re passionate about technology and thrive in a client-facing role, we’d love to hear from you.