IT Support Field Engineer

Location: Birmingham, United Kingdom (near Birmingham Airport) Travel: Nationwide travel across the UK | HQ presence 3 days per week Employment Type: Full-time | Permanent

About the Role

We are looking for a hands-on and self-motivated IT Support Field Engineer to join our IT Operations team. Based in Birmingham and ideally located near Birmingham Airport (BHX) to facilitate efficient nationwide travel, you will be the face of IT support across our store network throughout the UK. You will split your time between visiting store locations across the country and attending our Birmingham headquarters three times per week to collaborate with the wider IT team.

This is an ideal role for someone who thrives in a dynamic, field-based environment and enjoys solving technical challenges across diverse locations.

Key Responsibilities

• Provide on-site IT support across retail/branch locations throughout the UK, including hardware installation, troubleshooting, and maintenance
• Travel regularly to stores and offices nationwide, managing your own schedule and travel logistics efficiently
• Attend Birmingham HQ three times per week for team meetings, project work, and escalation handling
• Install, configure, and maintain end-user devices including laptops, desktops, printers, POS terminals, and network equipment
• Troubleshoot and resolve hardware, software, and connectivity issues in a timely manner, minimising business disruption
• Perform site surveys, cabling checks, and network infrastructure assessments at store locations
• Manage and track IT assets across all sites, ensuring accurate inventory records
• Liaise with third-party vendors and service providers for hardware repairs and replacements
• Document all incidents, resolutions, and installations clearly in the ITSM ticketing system
• Support store openings, relocations, and refurbishments from an IT perspective
• Escalate complex issues to 3rd line support or specialist teams as appropriate
• Ensure all IT activities are carried out in line with company security policies and UK GDPR / Data Protection Act 2018 requirements

Requirements:
Required Skills & Experience

• Minimum 2–3 years' experience in an IT support or field engineer role
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory
• Hands-on experience with networking fundamentals: TCP/IP, DHCP, DNS, VPN, Wi-Fi troubleshooting
• Experience setting up and supporting POS systems, printers, and retail IT hardware (advantageous)
• Ability to diagnose and resolve issues independently and under pressure
• Excellent organisational skills with the ability to manage multiple site visits and priorities
• Strong communication skills — able to explain technical issues clearly to non-technical staff
• Valid UK driving licence — a company vehicle or car allowance will be provided
• Willingness and ability to travel extensively across the UK, with occasional overnight stays

Desirable Qualifications

• CompTIA A+, Network+, or equivalent certification
• ITIL Foundation certification
• Experience with remote monitoring and management (RMM) tools
• Familiarity with ServiceNow, Jira, or similar ITSM platforms
• Previous experience in a retail or multi-site environment

Benefits:
Salary: €40k - €50k

• Company vehicle or travel/car allowance
• Business travel expenses fully covered
• Laptop, mobile phone, and all necessary tools provided
• 28 days annual leave (including bank holidays)
• Flexible working arrangements around travel schedule
• Company pension scheme (auto-enrolment)
• Opportunities for professional development and certifications
• Collaborative and supportive team culture

Equal Employment Opportunity and Non-Discrimination Policy

Equal Employment Opportunity Statement

Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, gender reassignment, nationality, age, disability, genetic information, marriage and civil partnership status, pregnancy and maternity, or any other characteristic protected under the Equality Act 2010.

Commitment to Diversity

Keller Executive Search and its clients are committed to fostering a diverse and inclusive work environment where all individuals are valued and respected. We recognise and celebrate the diversity of our workforce across the United Kingdom, including England, Scotland, Wales, and Northern Ireland.

Reasonable Adjustments

Both Keller Executive Search and our clients are committed to providing reasonable adjustments to individuals with disabilities, in accordance with the Equality Act 2010. We engage in an interactive process to determine effective and reasonable adjustments to support candidates and employees throughout the recruitment process and employment.

Compensation Information

For client positions, compensation information will be provided in accordance with applicable UK law. We are committed to pay transparency and equal pay for equal work, in line with the Equal Pay Act provisions within the Equality Act 2010 and the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017. Where required, salary information will be included in job postings or provided during the recruitment process.

Compliance with Laws

Both Keller Executive Search and our clients comply with all applicable UK legislation governing non-discrimination in employment, including but not limited to:

• Equality Act 2010
• Employment Rights Act 1996
• Working Time Regulations 1998
• National Minimum Wage Act 1998
• Part-time Workers (Prevention of Less Favourable Treatment) Regulations 2000
• Fixed-term Employees (Prevention of Less Favourable Treatment) Regulations 2002

This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Workplace Harassment

Both Keller Executive Search and our clients expressly prohibit any form of workplace harassment based on any protected characteristic under the Equality Act 2010. This includes, but is not limited to, harassment based on race, colour, ethnic or national origin, religion or belief, sex, sexual orientation, gender identity or reassignment, age, disability, or genetic information.

Data Protection and Privacy

We process personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For more information about how we collect and process personal data for recruitment and employment purposes, please review our Privacy Policy at www.kellerexecutivesearch.com.

Pay Equity and Gender Pay Gap Reporting

Both Keller Executive Search and our clients are committed to pay equity. Where applicable, we comply with the mandatory gender pay gap reporting requirements under the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017, and conduct periodic pay equity analyses in accordance with applicable UK law.

Working Time and Leave

We comply with the Working Time Regulations 1998 regarding working hours, rest periods, and annual leave entitlements. We also comply with all statutory leave entitlements under UK law, including but not limited to:

• Statutory maternity, paternity, adoption, and shared parental leave
• Statutory sick leave
• Parental bereavement leave

Health and Safety

We are committed to providing a safe and healthy work environment in accordance with the Health and Safety at Work etc. Act 1974, the Management of Health and Safety at Work Regulations 1999, and all other relevant UK health and safety legislation.

Trade Unions and Employee Representation

We respect the rights of employees to join trade unions and engage in collective bargaining in accordance with the Trade Union and Labour Relations (Consolidation) Act 1992 and the Employment Relations Act 1999.

Nation-Specific Considerations

While this policy provides a general framework applicable across the United Kingdom, employment law may vary in certain respects across England, Scotland, Wales, and Northern Ireland. To ensure full compliance:

• Local Law Compliance: In addition to UK-wide legislation, we comply with any devolved employment-related laws and regulations applicable in Scotland, Wales, and Northern Ireland where relevant.
• Northern Ireland: Candidates and employees based in Northern Ireland should be aware that certain employment matters are governed by separate legislation, including the Employment Rights (Northern Ireland) Order 1996 and the Equality Act (Sexual Orientation) Regulations (Northern Ireland) 2006.
• Language Requirements: Where applicable, we will make available appropriately translated versions of this policy.
• Regular Updates: We commit to regularly reviewing and updating this policy to reflect changes in UK employment law.
• Precedence of Applicable Law: Where applicable law provides greater protection or additional rights beyond what is outlined in this policy, the applicable law will take precedence.

Use of Artificial Intelligence in Recruitment

Keller Executive Search and our clients may use artificial intelligence (AI) tools to assist in the recruitment and candidate evaluation process. These tools are used exclusively to support human decision-making by helping to review and assess candidate qualifications and materials. AI is never used to automatically reject, disqualify, or make final hiring decisions about candidates. All AI-assisted evaluations are reviewed by experienced recruitment professionals, and all hiring decisions are made by qualified human recruiters. Our use of AI complies with applicable UK law and guidance from the Information Commissioner's Office (ICO), and is designed to enhance fairness, consistency, and efficiency while maintaining