About the role: We are looking for a Field Engineer to join our team on a 6-month fixed-term contract, working on-site with one of our customers in Central London. This role requires a proactive, customer-focused IT professional who will provide high-quality support while ensuring excellent client satisfaction. Responsibilities include: Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets. Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool. Installation of hardware & software and the provision and support of mobile devices. Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities. Ensuring diagnostic information is fully compiled prior to any escalation. Documentation of resolutions into Knowledgebase and update service documentation as appropriate. Identification of service improvement opportunities. Project delivery support. Adherence to ITIL standards. Essential requirements: Proven experience in an IT support role, either in-house or with a Managed Service Provider. Strong verbal and written communication skills. Excellent troubleshooting skills for both software and hardware, with the ability to explain technical issues to a non-technical audience. Experience supporting Windows OS (10 & 11) and Microsoft Office 365. A proactive and adaptable approach to learning new technologies and skills. A track record of delivering high customer satisfaction and service improvements. Microsoft certifications (MCSE/MCSA/MCPs). Experience with Office 365, PowerShell, Azure, Windows Defender, Microsoft Intune. Knowledge of networking devices (routers, printers, laptops, firewalls, switches). Experience working with an IT service management tool. Key competencies & behaviors: A positive and solution-oriented mindset. Strong analytical and problem-solving skills. Ability to work independently and take initiative. Strong teamwork and collaboration skills. Ability to work effectively under pressure to meet SLAs. High attention to detail and adherence to processes and procedures.