2nd line Field Engineer

2nd line Field Engineer

Based: Whitechapel, London or home-based, within the London area

Type: Full-time

Salary: 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 London-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 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 them 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.

Technical Skills:

The 2nd line 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

Personal Skills:

• Exceptional communication is at the heart of this role. Client-facing customer service skills, both inside and outside of the company, are 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 take this forward with senior colleagues via suggestions and recommendations

About Smartdesc

Smartdesc is a leading IT Managed Service Provider (MSP) whose focus is the UK non-profit sector, one of the largest in the world at over £55bn. We work with national household names, social enterprises, and public-sector bodies. We are priority partners with both Microsoft and ServiceNow.

Our mission is to provide non-profits with the technology, tools, direction, and support they need to fulfil their goals. Our vision is to empower the UK's nonprofit organisations to deliver their best work through enhanced technology solutions.

We provide IT services including IT strategy, cyber security, helpdesk support, project, and programme management. You will be part of a dynamic and growing company; you will not be a small cog in the machine, but instead be able to spread your wings and work with some amazing nonprofit organisations who are engaged and want to improve their technology.

We have a strong focus on personal development and a "promote from within" culture. This means structured Professional Development Plans, access to market-leading e-Learning and certifications, monthly protected learning time, and paid-for certifications to support your development. Staff stay with us for years because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of freedom to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting-edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent, and customer-focused IT services; new team members are carefully picked to ensure they share our values.