Job Description

Cambridge/Norwich area with regular travel

Full Time, Permanent

Salary - Competitive salary plus benefits



Here at Serco, we are dedicated to delivering critical public services in areas that have a real impact on people's lives. As a Field Services Engineer, you'll play a key role in supporting and maintaining both secure and non-secure IT services across our operations, ensuring our teams and clients can work confidently and effectively with robust, well-managed technology.



You will act as a hands-on technical expert, providing 3rd line support, fault resolution, and proactive system maintenance across a wide range of services within the My Technology environment. From diagnosing and repairing complex issues to collaborating with service and delivery teams, you'll be a crucial part of delivering service excellence and continual improvement.

As part of this you'll:

Provide day-to-day technical support and escalation for operational and project-related issues



Offer expert input to Technical Delivery Managers and Project Managers on product development



Diagnose and repair faults, conduct routine maintenance, and implement system upgrades



Act as the go-to expert on My Technology services, offering advice, guidance, and training



Own and resolve incidents and service requests in line with SLAs using ITIL best practices



Work with suppliers to ensure services are maintained within agreed service levels



Lead and contribute to service improvements, innovation, and compliance with governance frameworks



Support field operations across a defined region and occasionally beyond



Take part in on-call support or shift-based work as required

What you'll need to do the role:

Personal Attributes:

A customer-first mindset and strong problem-solving skills



Ability to work independently and as part of a collaborative team



A proactive and solutions-driven approach



Experience mentoring or supporting team members



Strong ownership of tasks and commitment to completing projects

Skills & Experience:

2+ years' experience as a desktop or field engineer



Strong working knowledge of Windows 10/11 and managed desktop environments



Solid grasp of ITIL processes and experience with ServiceNow or similar tools



Experience with solution rollout, project support, and technical escalation



Familiarity with Active Directory, Group Policy, and secure systems (CES+ desirable)



Understanding of managed print and AV solutions



Knowledge of Office 365, SCCM, Intune, AirWatch, Windows Server, and mobile devices (Apple & Android)



Hold a valid UK driving license



Must hold or be eligible to obtain SC Clearance

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a?world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

25 days annual leave plus bank holidays.



Annual leave purchase scheme.



Up to 6% contributory pension scheme



Flexible working options.



Free onsite parking.



Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.



A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.



A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.



A safe and supportive culture.



A company passionate about diversity and inclusion.



About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.



By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.



Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.



At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.