On-site Support Engineer

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities. At Telefónica Tech we believe that technology can do great things: from extracting all the value of data to make the best business decisions, to ensuring the resilience of every organisation to build a more sustainable future. We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. We are a global business with local strategic hubs in Spain, Brazil, the UK, and Germany.

In the UK and Ireland, Telefónica Tech UK&I has over 1,000 professionals helping leading brands and organisations across public sector, financial services and insurance, retail and manufacturing and commercial markets to unlock the power of integrated technology for all. We bring together in one place a unique combination of the best people, with the best tech and the best platforms. All in a simplified manner, to make a real difference to every business, every day. The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

We live by our values by being open, trusted and bold. Open to new ideas and ways of doing things. Trusted by our employees, customers and partners. Bold in our decisions and actions.

A few of our Partners & Accreditations:

• One of Microsoft UK&I’s top 3 Service Providers having achieved their most highly acclaimed Azure Expert status for the last 3 years.  Also recognised as a key Fastrack and Inner Circle Partner working closely across and with Microsoft globally.
• HPE Platinum Partner and pleased to have received the HPE FY23 UK&I Solution Provider of the Year award.
• Part of the Fortinet elite VIP program and one of only 2 Ultimate Partners in the UK.
• AWS Advanced Solution provider program and Managed Service Provider program.

Are you an experienced IT Support Engineer who enjoys being hands-on, solving technical issues and delivering a first-class customer experience?

We’re looking for an On-Site Support Engineer to join our On-Site Tech Services team within Telefónica Tech’s Shared Managed Services Practice, providing dedicated Audio Visual and Network support to a prestigious client.

This is a great opportunity for someone who thrives in a customer-facing environment and enjoys working across a variety of technologies, from meeting room AV and Wi-Fi infrastructure to network connectivity and on-site equipment.

What you’ll be doing

As an On-Site Support Engineer, you’ll act as a key point of contact for the customer, providing high-quality technical support and ensuring incidents and requests are managed effectively within agreed SLAs. 

Your responsibilities will include:

• Providing hands-on on-site technical support and troubleshooting
• Supporting Audio Visual equipment across meeting rooms and boardrooms
• Troubleshooting Wi-Fi infrastructure and connectivity issues
• Supporting desk, wall, floor and WAP ceiling network ports
• Carrying out equipment room patching for access switches
• Supporting shared printers, room booking tablets and digital signage
• Completing daily checks, management and monitoring of on-site equipment
• Diagnosing and resolving technical issues, working with off-site support teams where required
• Escalating incidents appropriately and assisting with on-site diagnostics
• Logging and triaging tickets with third-party vendors
• Assisting with the installation and support of network equipment at customer sites
• Maintaining accurate documentation and delivering service within agreed timescales. 

What we’re looking for

You’ll have:

• Previous experience working as an on-site IT Engineer within a customer-facing environment
• Experience supporting and troubleshooting large-scale Wi-Fi infrastructure
• Experience supporting AV equipment within meeting rooms and boardrooms
• Knowledge and experience of ITIL practices and service management processes
• Strong troubleshooting and problem-solving skills
• A customer-focused approach with the ability to take ownership of technical issues.

It would be great if you also have

• Experience delivering executive-level or white-glove IT support
• Experience using ticketing platforms such as ServiceNow
• A basic understanding of network patching, Wi-Fi infrastructure and switch connectivity
• Experience working with third-party vendors and support partners. 

The important details

On-site: This is a fully on-site position, 5 days per week, with occasional travel to other sites potentially required. 

Security clearance: You’ll need to meet the required security vetting criteria. Any offer will be conditional upon successfully passing BPSS and SC Clearance. 

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.