IT Field Engineer

In this varied and exciting role, you will provide mostly face-to-face, but sometimes telephone, web and live chat, support to all business users across the YTL UK group, regarding IT incidents and requests.

If you have a background in first or second-line support, we would love to hear from you! The role will be field-based, covering sites across our region, with occasional work at our Claverton Down head office when required.

What you'll do

You will:

• diagnose and resolve first and second-line IT incidents according to the organisation's agreed SLA (Service Level Agreement)
• build and configure laptops, desktops and tablets in accordance with our standards
• build and configure smartphones in accordance with our standards
• maintain accurate and up-to-date asset information in the ITSM tool
• repair broken IT equipment so that it can re-used
• install ad hoc software on customer devices
• reset and change customer passwords
• facilitate accounts, software and hardware for new starters and movers
• disable accounts and access for leavers
• set up customers with access to network folders or files
• safely move IT equipment when business users change location
• assist with the onboarding of new Support Specialists through shadowing.

What you'll need

We are also looking for:

• experience if first and second-line support
• good working knowledge of Microsoft products, especially Office 365, Windows 10 and 11, Teams and Sharepoint
• communication and customer service skills
• experience working to established incident management and service request SLAs as well as performance metrics for call and ticket handling, both qualitative and quantitative
• knowledge and experience of using remote control tools to diagnose and resolve IT incidents
• the ability to adapt to the changing needs of end users
• the ability to liaise effectively with internal and external contacts
• awareness of packaging and deployment tools such as SCCM
• knowledge of supporting smartphones and their operating systems (iOS and Android).

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to buy up to ten days' holiday and sell up to five every year.
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• A new electric car in exchange for part of your gross salary, subject to conditions.
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• An interactive health and wellbeing platform.
• Support from mental health first aiders.
• A £1,000 referral fee if you recommend someone to work for us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.
• YTL Developments – a major UK developer currently redeveloping a 350 acre former airfield into an award winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community.
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors.
• YTL Arena – the development and operation of an entertainment complex that includes a 19,000 capacity arena, conferencing and exhibition space.
• Plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.  

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.