Field Services Engineer

Role overview

This position is for a Field Services Engineer who will deliver on-site IT support to users across a defined region. The role is anchored at a primary hub and includes regular visits to surrounding spoke locations to ensure dependable support across all covered sites.

The work combines technical troubleshooting, end-user assistance, incident handling, request fulfilment, and hardware lifecycle support. A professional approach, strong customer-facing skills, and the ability to operate independently are essential.

What you will do

• Provide on-site assistance for hardware, software, mobility devices, and peripherals.
• Investigate and resolve incidents and service requests within agreed service targets.
• Offer face-to-face technical help and maintain a positive experience for users.
• Support hardware, software, and application-related issues for end users.
• Track, update, and manage tickets through the approved IT service management platform.
• Escalate issues that need specialist attention and keep detailed ticket notes.
• Serve the main hub location and travel to spoke sites as needed for support, installations, and user help.
• Balance workload across multiple sites while maintaining consistent service quality.
• Deploy, install, configure, and support desktops, laptops, thin clients, mobile devices, monitors, printers, scanners, and other peripherals.
• Handle equipment swaps, refreshes, relocations, and upgrades, and assist with asset and lifecycle activities.
• Carry out basic troubleshooting for local networks, wireless networks, communications rooms, network equipment, video conferencing systems, and print services.
• Provide hands-on support to remote technical teams when required.
• Work in line with SLAs, OLAs, and client procedures.
• Take part in major incidents, problem management, change activities, deployments, project work, and technology refreshes.
• Keep accurate records, complete timesheets and travel logs, and maintain documentation and knowledge articles where needed.
• Follow company and client policies, health and safety rules, and confidentiality requirements.
• Attend meetings, training, and team activities, and carry out other reasonable duties as directed.

Skills and experience

• Background in field services, desktop support, or end-user computing support.
• Strong customer service and interpersonal communication abilities.
• Hands-on experience with Microsoft Windows environments.
• Practical knowledge of Microsoft 365 applications.
• Ability to diagnose and fix desktop, laptop, and peripheral hardware issues.
• Familiarity with IT service management tools and ticketing systems.
• Capability to work independently and manage multiple priorities.
• Helpful experience in enterprise environments, managed services, or multi-site regional support.
• ITIL Foundation or an equivalent certification is preferred.
• Relevant Microsoft or other industry certifications are an advantage.

Travel and working conditions

The role is based from a designated hub location in Wellington and requires regular travel to spoke sites within the assigned support region. Travel may occur during normal business hours and, when necessary, outside standard hours to meet operational needs. A valid driver’s licence is required, and the ability to travel independently between client locations is essential.

Performance expectations

Performance will be reviewed based on SLA attainment, ticket resolution quality, customer satisfaction, attendance and reliability, technical capability, documentation standards, compliance with company and client processes, and contribution to service improvement.