Onsite Support Engineer (X2)

The Onsite Support Engineer (OSE) is responsible for providing hands-on technical expertise to ensure reliable, efficient operation of Information and Service Technology platforms across assigned client sites. The role is critical in maximising IT service delivery to customers and supporting operational productivity within site-based business units.

The OSE will be assigned specific client sites by the Team Leader and will take full accountability for managing IT services at those sites to a high professional standard, ensuring a positive end-user experience and adherence to service delivery expectations.

Key Duties and Responsibilities

• Take full responsibility for the smooth operation and support of all client/site end‑user devices, including desktops, laptops, tablets, smart devices, operating systems and approved applications.
• Install and configure software, including email, antivirus solutions and approved third‑party applications (excluding software requiring outsourced or vendor-managed support).
• Provide onsite and remote support for IT-related incidents and service requests as directed by management.
• Maintain, upgrade and troubleshoot customer hardware, including PCs, peripherals, networking equipment and other devices as requested by the client (excluding equipment maintained by third‑party vendors).
• Liaise with external suppliers and vendors regarding the repair or replacement of equipment and software under warranty or maintenance agreements.
• Take ownership of incidents and ensure they are managed professionally through to timely and effective resolution.
• Ensure all incidents, service requests and changes are logged and tracked via the Service Desk/CRM system.
• Manage incidents, problems and changes in line with agreed service management processes.
• Provide hands‑on technical support to other IT teams where required (e.g. Linux support teams).
• Support IT‑related projects, including occasional after-hours, night or weekend work when required.
• Compile and submit weekly site reports detailing incidents, issues and resolutions.
• Accurately complete monthly timesheets and travel claim in line with company procedures.
• Request and obtain quotations for hardware and software, ensuring accurate and complete information is provided.
• Manage small technical projects under the guidance of a Mid-Level Technician or Team Leader.
• Escalate incidents or issues beyond scope or capability to the appropriate team or senior resources.
• Perform any additional duties reasonably assigned by management.

Qualifications and Experience

• CompTIA A+ (or equivalent knowledge and experience).
• CompTIA Network+ (or equivalent knowledge and experience).
• CompTIA Linux+ or LPIC 1.
• MCSA – Office 365.
• Demonstrated experience in providing first-line onsite desktop and infrastructure support.

Key Performance Areas (KPAs)

Technology / Technical Skills

• First-line desktop and end-user support.
• IMAC (Install, Move, Add and Change) activities.
• Microsoft Windows Operating Systems – first-line support.
• Microsoft Office application support.
• Understanding of Microsoft Exchange and Server environments.
• First-line application support for all installed systems.
• Microsoft Outlook configuration, troubleshooting and administration.
• Network troubleshooting (IP addressing, DHCP, DNS – first-line support).
• Cabling and patching.
• Android and iPhone user support.
• Printer troubleshooting and management.
• Projector and audio‑visual system support and maintenance.

Communication and Soft Skills

• Strong team player with the ability to collaborate across teams.
• Excellent written and verbal communication skills.
• Ability to engage professionally with users, customers and suppliers.
• Capability to translate technical information into clear, non‑technical language.
• Competent in report writing and technical documentation.
• Self‑motivated, committed and enthusiastic IT professional.
• Ability to work independently with minimal supervision.
• Comfortable working in high‑pressure environments.
• Working knowledge and understanding of ITIL principles.

Working Conditions

• Overtime may be required based on operational requirements, client requests or where daily duties cannot be completed during standard working hours.
• Regular travel to client sites and suppliers will be required.

Physical and Mobility Requirements

• Access to a dependable and well-maintained motor vehicle.
• Valid driver’s licence.

Reporting Line

• Reports to: Onsite Engineer Team Leader.