2nd line Field Engineer

Smartdesc

1d•Hybrid

About The Position

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

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

Nice To Haves

Experience working for the Not For Profit sector an advantage

Responsibilities

The 2nd line engineer role is the front line of Academia, 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 East Midlands based clients:
Resolving onsite IT malfunctions
Managed service desk support onsite & remotely