2nd Line Field Engineer
luggageChelmsford, United Kingdom

2ndLine Field Engineer

Location: Lewisham, Chelmsford & Essex (Occasional remote working)

Salary: £32,000 - £35,000

Hours of work: Mon-Fri - 09:00-18:00. Every 2nd Saturday, 09:00-13:00

Our client is a leading figure at the intersection of healthcare and justice, known for innovation and technical expertise in Health and Justice (H&J). They offer a wide range of services, including IT Consultancy, Project Management, and 24/7 support. Specializing in Healthcare in Criminal Justice, they ensure the safe detention of individuals in various facilities across the UK. With a strong grasp of all H&J sectors, they provide customized solutions to boost efficiency and cut costs, utilizing the latest technology.

Purpose of the role

As a 2nd Line Field Engineer, the purpose of this role is to deliver comprehensive ICT deskside support across various establishments within the NHS Health and Justice (H&J) arena, including HM Prisons, Police Custody Suites, and other secure facilities. This involves providing assistance, ranging from basic PC and printer support to resolving complex network connectivity issues, such as layer 2 or 3 network switches, firewalls, and WAN connectivity via HSCN. As part of your duties, you will be expected to aid in the procurement of any items required along with any logistics needed to get the deliveries to site on time.


  • Be a specialist knowledge resource within IT and develop knowledge in any key areas as necessary to support the client wherever required.
  • To provide advice and instruction to the 1st Line Support Desk team, or to the other members of the Projects team, to enable them to achieve first time fixes where possible, and to the end customer where needed.
  • Requires a high level of technical competence and IT specialty, along with good analytical skills and an ability to convey technical or specialty ideas to other members of the organisations staff, management, and end users.
  • You will be expected to have the ability to organise, plan and execute your workload, and an ability to work unsupervised without reference to a manager or other technical resources.
  • Undertake site surveys and equipment scoping on ICT related projects and completed moves onsite as and when required.
  • Complete advanced fault diagnosis and perform WAN, LAN, cabling, firewall, servers, PC and printers resolution across the estate.
  • Support IT across all at our clients sites and customer locations, wherever they are in the country.
  • Update the Service Desk with any fixes to keep the knowledge base up to date.
  • Understand and work with the principles of ITIL v4 within a service delivery setting (training can be provided).
  • Develop and maintain in-depth knowledge of PC based operating systems and their applications.
  • Develop and maintain an in-depth knowledge of networks and TCP/IP network protocols within a LAN and WAN environment (training can be provided).
  • Develop and maintain an in-depth knowledge of PC and printer hardware, including upgrading, updating, and replacement of component parts to ensure service continuity.
  • Detect, identify, and diagnose errors in a logical fashion to resolve IT issues.
  • Provide advice and expertise to the Project Team to help aid in any bids that are being worked on.


  • Proficiency in PC, printer, and desktop technologies
  • Familiarity with desktop and printer hardware
  • Experience with Microsoft Windows Operating systems for Desktop and Server Computing
  • Proficiency in Microsoft Office products
  • Understanding of Network technologies and TCP/IP protocol
  • Previous experience in IT support roles
  • Full, clean, UK driving license
  • Experience of working in an IT support function.
  • Experience with working with end users.

Education & Qualifications:

  • MCSA: Windows Server
  • Microsoft 365 Certified
  • Cisco Certified