At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for clients.
- Company: Join Academia, a leading tech company transforming IT services across various sectors.
- Benefits: Enjoy gym contributions, health plans, extra leave, and more perks!
- Other info: Dynamic team culture with opportunities for growth and innovation.
- Why this job: Be the face of IT support and build strong relationships with clients.
- Qualifications: 2+ years in IT support, strong communication, and problem-solving skills required.
The predicted salary is between 36000 - 44000 £ per year.
The Support 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., The Support 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
- Strong technical skills 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, 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
- Experience working for the Not For Profit sector an advantage
Why Academia?
At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors.
As an innovative and rapidly expanding technology company, we're not just a supplier-we're a trusted partner to thousands of clients nationwide.
With over 20 years of expertise, double-digit growth, a team of 300+ professionals and revenues exceeding £150 million in FY26, we've earned a reputation as a top-tier IT solutions provider.
Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award.
Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments.
Their IT success is our business.
We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service.
Backed by Strive Capital since 2020, we're continuously expanding, exploring new frontiers with a strong financial and strategic foundation.
Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact.
At Academia, you'll find more than just a job-you'll find an opportunity to be part of one of the UK's most exciting tech success stories.
If you're passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we'd love to hear from you.
- Gym membership contribution
- Health Cash Plan
- Increased annual leave with length of service
- Free annual leave on your birthday
- Length of service bonus
- Free Will Writing service
• And more!
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Support Engineer in Leicester employer: Academia, Inc.
At Academia, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values teamwork, innovation, and integrity. As a Support Engineer, you'll enjoy opportunities for professional growth while working closely with a dedicated team to deliver outstanding IT support to our East Midlands clients. With benefits like gym membership contributions, increased annual leave, and a commitment to sustainability, you'll find a rewarding career in one of the UK's leading tech success stories.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Academia, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Academia, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Academia, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Academia, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Academia, Inc.!
How to prepare for a job interview at Academia, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
