About Company
Computacenter is Europe’s leading independent technology and services provider, trusted by public and private sector organisations to deliver robust, secure, and reliable IT infrastructure services. With a global reach and a commitment to innovation, we empower our customers to achieve their digital ambitions by sourcing, transforming, and managing their IT infrastructure. We pride ourselves on creating a diverse, inclusive, and dynamic work environment where our people can thrive, grow their careers, and make a tangible impact. Join our team and be part of a company that is shaping the future of technology, delivering excellence with every solution.
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Job Description
Are you a highly organised and proactive individual with a passion for IT services and a knack for seamless coordination? Computacenter is seeking a dedicated Remote IT Field Coordinator to join our dynamic team, operating entirely remotely across the UK. This pivotal role is perfect for someone who excels at orchestrating complex operations, managing resources, and ensuring top-tier service delivery from a distance. As our Remote IT Field Coordinator, you will be the central hub for our UK-wide field engineering operations, ensuring that our technical experts are deployed efficiently and effectively to resolve critical IT issues for our diverse client base.
Your day will involve a meticulous balance of incident management, resource allocation, and proactive communication. You will be responsible for triaging incoming service requests, assigning tasks to the right field engineers based on skill set and location, and closely monitoring progress to ensure adherence to service level agreements (SLAs). This isn’t just about dispatching; it’s about anticipating challenges, mitigating risks, and providing crucial remote support and guidance to our field teams when needed. You’ll work closely with our service desk, project managers, and technical specialists to ensure a cohesive and high-quality service experience for our customers.
This role offers the flexibility of remote work, allowing you to manage your schedule effectively while contributing to a crucial function of our operations. You’ll be part of a supportive team that values collaboration, continuous learning, and professional growth. We are looking for someone who thrives under pressure, possesses excellent problem-solving abilities, and can maintain a calm, professional demeanour in fast-paced environments. If you are ready to take on a challenging yet rewarding role where your organisational prowess and IT insight can truly shine, we encourage you to apply and become a key player in Computacenter’s commitment to service excellence across the UK.
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Key Responsibilities
- Coordinate and schedule remote and on-site field engineering resources across the UK to address IT incidents and service requests.
- Monitor real-time service queues and dashboards, prioritising critical incidents to ensure rapid response and resolution times.
- Act as the primary point of contact for field engineers, providing remote guidance, support, and escalation paths as required.
- Manage the end-to-end lifecycle of incidents, from initial receipt and assignment through to resolution and closure, ensuring SLA adherence.
- Communicate effectively with customers, keeping them informed of progress, managing expectations, and ensuring customer satisfaction.
- Maintain accurate records of all field activities, engineer availability, and incident details within our service management system.
- Collaborate with other service delivery teams, including the service desk and technical support, to ensure seamless handovers and integrated service.
- Assist in the logistical planning for equipment delivery and retrieval related to field service operations.
Required Skills
- Minimum of 3 years of experience in an IT coordination, service desk, or field support role.
- Demonstrable experience with IT Service Management (ITSM) tools and ticketing systems (e.g., ServiceNow, Remedy).
- Strong understanding of ITIL processes (Incident, Problem, Change Management).
- Excellent organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Exceptional verbal and written communication skills, capable of liaising with technical teams and non-technical stakeholders.
- Proficient in Microsoft Office Suite (Outlook, Excel, Word).
- Ability to work independently and effectively in a remote work environment.
- Proven problem-solving capabilities and a proactive approach to operational challenges.
Preferred Qualifications
- ITIL Foundation certification.
- Experience coordinating resources across a geographically dispersed region (e.g., UK-wide).
- Basic technical understanding of common IT infrastructure components (networking, hardware, operating systems).
- Previous experience with remote monitoring and management (RMM) tools.
- A relevant IT-related qualification (e.g., HNC, HND, or Degree).
Perks & Benefits
- Competitive salary and performance-related bonus scheme.
- 25 days annual leave, plus public holidays.
- Comprehensive private medical insurance.
- Generous company pension scheme.
- Access to a wide range of learning and development opportunities, including certifications.
- Flexible remote working options and a supportive home office setup allowance.
- Employee assistance program for personal and professional support.
- Discounts on a variety of products and services.
How to Apply
Ready to take on this exciting remote opportunity with Computacenter? We encourage all qualified candidates to apply directly through our careers portal. Please click on the application link below to submit your CV and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
