IT Field Engineer job at Brighton Full Time

Job Title: IT Field Engineer

Job Location: Travelling to various client locations (Brighton-based this is not a remote working role)

Job Type: Permanent

Salary: Competitive, details on application

Reports To: Professional Services Manager

Driving License: A full UK driving license is required

Travel: Travel to client sites will be required

Company vehicle: N/A, pool vehicles available for client visits

About Trident

At Trident, we make IT a source of strength. Helping organisations thrive so they can better support the people who rely on them every day.

We’ve built a different kind of partnership, one that puts people first. We work side by side with our clients to make sure their technology is reliable, built for purpose, and designed to support modern ways of working. When that happens, people achieve more, teams feel supported, and organisations become stronger.

Our purpose is simple: to create strength through partnership.

Our vision is to set the standard for people-focused IT partnerships.

And our mission is to collaborate side by side every day, combining reliable IT, practical guidance, and people-first support to make technology a trusted and empowering part of everyday working life.

Everything we do is shaped by our values:

• 
  Value: We create lasting value by helping others achieve more for the people they serve.
• Integrity: We do the right thing. Always, openly, and consistently.
• Partnership: We build true partnerships that make people and organisations stronger.

Together, these principles are what make us Trident. They remind us that our greatest strength comes from working as one team, with our colleagues, our partners, and our clients, to make a real difference.

Job Overview

We seek a passionate individual to join our team looking to progress their expertise and knowledge. As an IT Field Engineer, you will be traveling to our client’s site as well as working remotely from our offices, providing outstanding customer service. This role requires a combination of expert technical expertise, problem-solving skills, and effective communication. A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.

Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team’s expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship.

Key Responsibilities

• Travel to designated client sites to provide technical services for both project and helpdesk.
• Setting up new equipment and upgrading existing systems (i.e., remotely and physically configuring new PCs/Laptops, managing network printers, server installation or identifying network connectivity issues).
• Providing end-to-end support, ownership, and resolution technical service remotely and onsite in line with Trident’s SLA’s/KPI’s.
• Identifying potential escalations and proactively alerting management as needed.
• Providing and running training on new systems to end users.
• Creating and updating training and internal documentation.
• Troubleshoot and resolve hardware, software, and network issues.
• Providing regular updates to clients on the progress of their tickets.
• Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.
• On-budget, successful, and profitable delivery of an “exceptional customer experience”.
• Continued assessment of security, Integrity, and availability both internally and in part of Trident’s service.
• Continued assessment of regulatory and compliance requirements for both Trident and its clients.
• Working to ISO 27001, 14001 and 9001 requirements along with Trident’s operating procedures.

Key Experience & Skills

• A flair for troubleshooting, communication, and exceptional customer service.
• Being flexible and adaptable to situations and changing requirements.
• Excellent task and time management.
• Strong 1stto 2nd line exposure including networking, hardware, and cloud infrastructure.
• MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification is desirable.

The successful candidate will be mentored and will be placed on a training path that will help you to advance your skills further and gain industry-recognised qualifications.

Key Success Metrics

• The ability to deliver high-quality on-site technical support, installations, troubleshooting, and maintenance across client environments, ensuring issues are resolved efficiently and to a high standard.
• A professional, approachable, and customer-focused manner when attending client sites, building trust with end users and representing Trident positively at all times.
• Effective management of assigned visits, technical tasks, and follow-up actions, ensuring work is completed within agreed timescales and all activity is accurately documented.
• The ability to identify risks, improvement opportunities, and preventative actions within client environments, while adhering to Trident’s technical standards, security requirements, and service processes.

Why Join Trident?

• Help lead and shape the future of Trident’s technical service operations.
• Empower and develop a talented team across multiple disciplines.
• Influence company-wide service strategy and client experience.
• Be part of a leadership culture that values collaboration, learning, and continuous improvement.

Benefits

• 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days.
• Access to on-demand IT courses, practice tests and virtual labs.
• Wellbeing – Access to Bupa EAP (Employee Assistance Program) for you and your family.
• ‘Cycle to Work’ scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions. Click here.
• Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
• “Smart business casual” dress code with dress down Friday raising money for the local charities.
• Regular social and team-building events.
• ‘Refer a friend’ recruitment bonus scheme.
• Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc.