2nd Line Field Engineer

2nd Line Field Engineer

Field-based, predominantly in the London area. Type: Full-time. Salary: £34-38k. Eligibility: You must be eligible to work in the UK.

The 2nd Line engineer role is the front line of Smartdesc, you will represent the business through daily face to face communication with clients. You will develop and build strong trusted relationships with our client base by providing excellent IT support through regular communication and customer service.

You will be responsible for onsite service desk support and field engineer services to our Manchester area based clients:

• Resolving onsite IT malfunctions
• Managed service desk support onsite & remotely

Smartdesc places a strong emphasis on being proactive as well as providing a high-quality service – setting us apart from our competitors. To achieve this, you will work with your colleagues to help deliver IT improvements and recommendations throughout our clients.

The 2nd Line field engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated either through written or verbal updates.

The role will work closely with our IT Managers and Customer Experience Manager, as well as our Professional Services team who deliver projects and change, and our IT Security team, who focus on ensuring clients data and networks are secure.

The role is highly customer facing, engineers will have direct engagements with clients through onsite support, remote support, walk-ins, telephone and email. All issues and service requests are raised through a ticketing system and the engineer is responsible for managing and prioritizing their own tickets and workload, while also ensuring they are adhering to the SLA response and resolution deadlines.

The 2nd line field engineer must have strong technical skills with a good ability to fault find and problem solve under pressure, potentially on client sites.

• A minimum of two years' experience in a similar role
• Strong working knowledge of Office 365 both on premise and cloud
• Previous experience and knowledge of ticketing systems (Preferably ITIL Framework)
• Working knowledge of Microsoft Azure including Remote Desktop Services
• Working knowledge of Microsoft technologies – Server / Exchange / Active Directory
• Knowledge of security technologies and toolsets such as monitoring & Mcafee EPO
• Knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc.
• Experience working as an onsite IT Field Engineer

Exceptional communication is at the heart of this role. Client facing customer service skills, both inside and outside of the company, is essential to instil trust in clients.

'Can do' positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently.

Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations.

The role will involve travel to customer sites. Core hours are 8.00 to 18:00 Monday to Friday. Occasional evening or weekend work may be required during go live / deployment windows, but this is the exception not the norm – Smartdesc places a strong emphasis on work/life balance.

Smartdesc is part of the Academia Group, an innovative and rapidly expanding technology company on a mission to transform IT services for large public and private sector customers. We're not just a supplier; we're a trusted partner for thousands of clients.

Our ethos is simple, if we can provide great technology and make it work, we will empower our customers to optimise their investment in technology. Our customers IT success is our business. Building a strong reputation over 20 years as a top-tier provider of IT solutions and services, the company has sustained double-digit growth, with revenues exceeding £150 million in FY24. We have picked up prestigious industry awards along the way, including the highly prized CRN reseller of the year award.

Backed by Strive Capital, which has provided strong financial and strategic support since 2020, Academia is well-equipped to continue expanding into new areas. Our dedicated lifecycle division, launched to meet the growing demand for sustainable IT solutions, reinforces our commitment to reducing environmental impact while supporting the full lifecycle of our technology.

Our culture is built on teamwork, innovation, integrity, ambition, and a commitment to delivering excellent customer service. With ambitious growth plans and a supportive, collaborative environment, Academia is a fantastic place for professionals eager to make an impact. Join us and become part of one of the UK's most exciting tech success stories.

Benefits:

• Gym membership contribution
• Health Cash Plan
• Increased annual leave with length of service
• Free annual leave on your birthday
• Length of service bonus
• Flexible working hours
• Hybrid working
• Free Will Writing service
• Life Insurance
• And much more!