Field IT Support Engineer – Second Line

Academia Ltd; Leicester; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Gym membership contribution

Health Cash Plan

Increased annual leave

Birthday leave

Job summary

Academia Ltd. is seeking a Support Engineer (2nd Line) who will work field-based across the East Midlands. This role requires strong customer service, ownership of tickets, and effective escalation when needed.

You will work with IT Managers, Customer Experience, Professional Services, and IT Security teams to ensure client data and networks are secure. The position involves face-to-face client engagement, onsite support, remote assistance, walk-ins, phone, and email.

Qualifications

• Minimum two years’ experience in a similar role.
• Strong working knowledge of Office 365 both on premise and cloud.
• Experience with ticketing systems (ITIL framework preferred).
• Knowledge of Microsoft Azure including Remote Desktop Services.
• Experience with Microsoft technologies – Server/Exchange/Active Directory.
• Knowledge of security technologies and toolsets such as McAfee ePO.
• Networking infrastructure knowledge – LAN/WAN/DNS/Firewalls.

Responsibilities

• Front-line of Academia, representing the business through daily client communication.
• Onsite service desk support and field engineer services to East Midlands clients.
• Resolve onsite IT malfunctions and provide service desk support onsite & remotely.

Skills

Customer service

Communication

Field engineering

Problem solving

Tools

Office 365

Microsoft Azure

Remote Desktop Services

Active Directory

Exchange Server

DNS / Networking

Firewalls

McAfee ePO

Job description

Academia Ltd. is seeking a Support Engineer (2nd Line) who will work field-based across the East Midlands. This role requires strong customer service, ownership of tickets, and effective escalation when needed.

You will work with IT Managers, Customer Experience, Professional Services, and IT Security teams to ensure client data and networks are secure. The position involves face-to-face client engagement, onsite support, remote assistance, walk-ins, phone, and email.