Software Engineer

In this role you will deliver on-site Level 2 IT support to end users in Oxford, resolving incidents and service requests through the Field Services group. You will troubleshoot hardware, software, and operating systems, and perform security remediations as assigned. You’ll support a range of devices and provide hands-on facility infrastructure support during events, while coordinating with the central IT Service Desk to meet SLAs. The position involves asset lifecycle management and vendor coordination, offering a hands-on role with clear impact on user satisfaction and operations.

• Provide on-site Level 2 IT support to end users and resolve incidents, requests, and tickets
• Troubleshoot and resolve hardware, software, and OS issues
• Perform endpoint security remediations as assigned by Security
• Support end-user devices (Windows, Mac, iOS, Chromebox, printers, scanners)
• Provide hands-on support for facility infrastructure and on-site events
• Coordinate with central IT Service Desk to meet SLAs and maintain customer satisfaction
• Perform MAC moves/adds/changes and hardware lifecycle tasks (imaging, deployment, reclamation)
• Manage IT asset inventory and stock, conduct weekly audits
• Coordinate with vendors for RMAs and hardware/software troubleshooting
• Assist with equipment delivery and asset management across the organization

• 5+ years in IT field services or deskside support
• CompTIA A+ certification
• Understanding of ITIL framework
• Experience managing infrastructure or customer-facing support
• Experience working with technology vendors
• Proficient in Microsoft Office (Excel, PowerPoint)
• Excellent verbal, written and presentation skills
• Ability to manage multiple tasks in a fast-paced environment

• strong communication
• multitasking capability
• customer-focused
• Windows desktop and laptop support
• Apple devices (MacBooks, iPads)
• Chromebox