Field Engineer

Overall Purpose

The primary purpose of this role is to contribute to OryxAlign's success by delivering high-quality technical support, collaborating effectively with colleagues, stakeholders, and clients, and supporting the achievement of business objectives. The role requires professionalism, continuous improvement, sound technical judgement, and a commitment to delivering exceptional client experiences while upholding OryxAlign's values and standards.

Role Overview

Working under general guidance, the Field Engineer plans and prioritises reactive and proactive support activities using established procedures, technical expertise, and sound judgement to resolve straightforward and semi-routine technical issues. The role requires effective ticket management, knowledge sharing, and proactive escalation of risks and issues that could impact service quality, client satisfaction, or operational performance.

Key Responsibilities

• Support Microsoft Azure and Microsoft 365 environments
• Administer and troubleshoot Active Directory, Group Policy, DHCP, and DNS
• Support networking technologies, including routers, switches, and firewalls
• Manage and maintain data backup solutions
• Support VMware, Hyper-V, VoIP, and PBX technologies
• Deploy and troubleshoot Anti-Virus and Endpoint Detection and Response (EDR) solutions
• Troubleshoot third-party Line of Business (LOB) applications
• Utilise MSP RMM toolsets, particularly ConnectWise Automate
• Manage incidents and service requests through ConnectWise Manage and other ticketing systems
• Work within agreed SLA targets and service delivery standards
• Complete relevant Health & Safety training and adhere to company policies and procedures

Technical Skills, Knowledge and Experience

Candidates should demonstrate:

• Experience in hardware troubleshooting and problem resolution
• Ability to quickly learn and adapt to new technologies and applications
• Experience installing, configuring, upgrading, and relocating hardware, software, and print devices
• Backup administration and restoration experience
• Knowledge of standard business applications, including Microsoft Office and Adobe products
• WAN and LAN troubleshooting experience
• Experience supporting server hardware and software
• Previous MSP experience
• Strong communication and customer service skills
• Ability to prioritise, organise, and manage workload effectively
• Experience maintaining accurate technical records and documentation

Qualifications and Certifications

Essential

• Microsoft 365 and/or Azure Certification
• Desktop Support Certification

Desirable

• Bachelor's degree in computer science, Information Technology, or a related field
• ITIL Foundation Certification (v3 or v4)

Behavioural Competencies

Successful candidates will demonstrate:

• Strong customer focus and commitment to service excellence
• Understanding of how technical activities contribute to client and business outcomes
• Ability to identify and implement service and process improvements
• Strong analytical thinking and decision-making skills
• Commercial awareness and effective risk management
• Responsible use of company resources and consideration of financial impact
• Excellent interpersonal skills and emotional intelligence
• Ability to build trusted relationships both internally and externally
• Commitment to OryxAlign's values and culture
• Continuous learning and professional development
• Willingness to share knowledge and support colleague development
• Exceptional written and verbal communication skills
• Ability to instil confidence through technical expertise and professionalism
• Strong organisational, coordination, and time-management skills

What You Will Get From OryxAlign

Along with competitive salary and training and development opportunities, you will receive 23 days' annual leave plus one volunteer day, private medical cover through Vitality, group personal pension with 4% employer and 5% employee contributions, and Life Insurance at 4 x salary.

Other benefits include:

• Employee Assistance Programme and access to Online GP.
• Social events throughout the year.
• Cycle to Work and Instant Discounts.
• Technology Loans.
• Wellbeing initiatives.
• Long service leave.
• Holiday Trading.
• Reward and recognition awards.
• Lunches on All-In Office Days.

Equal Opportunities

OryxAlign values its people and culture, striving to be an inclusive and welcoming workplace. As an equal opportunity employer, we do not discriminate based on age, disability, gender reassignment, pregnancy, maternity, race including colour, nationality and ethnic or national origins, sex, sexual orientation, religion or belief, or marital or civil partnership status.

We actively encourage applications from all individuals of all backgrounds and are committed to creating an inclusive and welcoming workplace where everyone has the opportunity to develop and succeed.