Field Engineer – 2nd Line

Smartdesc - charity IT specialists

2nd Line Field Engineer role at Academia providing IT support in East Midlands. Collaborating with clients to ensure optimal technology functioning and client satisfaction.

Posted 6/18/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-Level💰 £35,000 - £38,000 per yearWebsite

Tech Stack

Tools & technologies

AzureCloudDNSFirewalls

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Office 365ticketing systemsITIL FrameworkMicrosoft AzureRemote Desktop ServicesMicrosoft ServerMicrosoft ExchangeActive Directorysecurity technologiesnetworking infrastructure

Soft Skills

customer servicecommunicationownershipproblem-solvingprioritization