2nd-Line IT Support Engineer – Field (East Midlands)

Academia Group; Leicester; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Gymmembershipcontribution

HealthCash Plan

Increasedannualleave withlength ofserv

Free annual leave on your birthday

Length of service bonus

Free Will Writing service

And more!

Job summary

Academia is seeking a field-based Support Engineer (2nd Line) to join our East Midlands client-facing team. The role is full-time, highly technical with a strong emphasis on customer service, ownership of issues, and timely resolutions.

You will work with IT Managers, Customer Experience, Professional Services, and IT Security to deliver onsite and remote support, manage tickets, and meet SLA targets while ensuring client networks stay secure.

Qualifications

• Two years' experience in a similar role.
• Strong knowledge of Office 365 both on premise and cloud.
• Experience with ticketing systems (ITIL preferred).
• Knowledge of Microsoft Azure and Remote Desktop Services.
• Experience with Microsoft technologies – Server / Exchange / Active Directory.
• Understanding of security technologies and monitoring tools like McAfee EPO.
• Knowledge of networking infrastructure (LAN / WAN / DNS / Firewalls).
• Experience as an onsite IT Field Engineer.

Responsibilities

• Front line representative of Academia, maintaining strong client relationships through regular communication and service.
• Provide onsite service desk and field engineer support to East Midlands clients.
• Resolve onsite IT issues and provide remote support as needed.
• Manage and prioritise own tickets in line with SLA deadlines.

Skills

Exceptional communication

Client facing

Ownership of issues

Problem solving

Work under pressure

Tools

Office 365

ITIL

Azure

Remote Desktop Services

Active Directory

McAfee EPO

Networking (LAN/WAN/DNS/Firewalls)

Ticketing systems

Job description

Academia is seeking a field-based Support Engineer (2nd Line) to join our East Midlands client-facing team. The role is full-time, highly technical with a strong emphasis on customer service, ownership of issues, and timely resolutions.

You will work with IT Managers, Customer Experience, Professional Services, and IT Security to deliver onsite and remote support, manage tickets, and meet SLA targets while ensuring client networks stay secure.