IT Field Technician (2nd/3rd Line Support) – West Country (M5 Corridor)

Location: Covering the M5 Corridor from Birmingham to Exeter, including Devon & Cornwall
Salary: £32,500 - £38,000 Basic (dependent on experience)
Benefits: Company Car or £6,000 Car Allowance, Mobile Phone, Laptop, Pension Scheme, Perkbox, Uniform, with the opportunity to join a Private Medical Scheme.

The Opportunity

Are you an experienced IT Support Engineer looking for a varied field-based role where no two days are the same?

We're recruiting on behalf of a well-established, award-winning Managed IT and VoIP Solutions provider that continues to experience impressive growth across the UK. Due to continued expansion, they're looking to appoint a customer-focused IT Field Technician to support clients throughout the West Country.

This is an excellent opportunity to join a business that genuinely invests in its people through ongoing training, career progression and exposure to a wide range of modern Microsoft technologies.

The Role

Reporting to the IT Service Manager, you'll provide onsite and remote 2nd and 3rd Line support to a diverse customer base across the M5 corridor, from Birmingham through to Exeter, Devon and Cornwall.

As a trusted technical specialist, you'll be responsible for resolving complex IT issues, building strong customer relationships and ensuring clients receive an exceptional level of service.

This is a hands-on, customer-facing position requiring regular travel, occasional overnight stays and the flexibility to support customers outside of standard business hours when required.

Key Responsibilities

• Deliver high-quality onsite and remote 2nd/3rd Line IT support.
• Diagnose, troubleshoot and resolve hardware, software and network issues.
• Act as the technical escalation point for customer support queries.
• Build strong relationships with customers through regular onsite visits.
• Ensure service levels are consistently achieved in line with SLAs.
• Install, configure and support Microsoft infrastructure and cloud technologies.
• Maintain accurate customer documentation, licensing and asset records.
• Work proactively with the wider IT and Sales teams to identify improvement opportunities.
• Provide advice on best practice, security and future technology solutions.

What We're Looking For

You'll have at least 2 years' experience in a 2nd or 3rd Line IT Support role, ideally within a Managed Service Provider (MSP) environment, together with excellent communication skills and a genuine passion for delivering outstanding customer service.

Technical Skills

Experience with most of the following:

• Microsoft Windows Server 2016/2019/2022
• Windows 10 & Windows 11
• Microsoft 365 Administration
• Microsoft 365 migrations and tenant deployments
• Microsoft Entra ID
• Active Directory & Azure AD Connect
• Microsoft Intune (MDM & MAM)
• Microsoft Defender Suite
• Networking including routers, switches and firewalls
• WatchGuard Firewalls (preferred)
• Backup and Disaster Recovery principles
• RMM platforms such as Datto or TeamViewer
• Helpdesk systems such as Autotask
• VoIP solutions (3CX experience advantageous)
• General networking and connectivity troubleshooting

About You

You'll be someone who enjoys working independently whilst taking ownership of customer issues from start to finish.

You'll also possess:

• Outstanding customer service skills
• Strong troubleshooting and analytical ability
• Excellent verbal and written communication skills
• A proactive, can-do attitude
• Professional presentation and approach
• The ability to prioritise a busy workload
• Full UK Driving Licence
• Flexibility to travel throughout the region, including occasional overnight stays

If you're an ambitious IT Engineer looking to join a successful business where your technical expertise is valued and your career can develop, we'd love to hear from you.

"SER-IN"