Support Engineer 2nd Line in Leicester

Location: Field-based in the East Midlands

Type: Full-time

About the role: The Support Engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to take ownership of issues and 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, with 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 prioritising their own tickets and workload while ensuring adherence to SLA response and resolution deadlines.

Responsibilities:

• The Support Engineer role is the front line of Academia, representing the business through daily face-to-face communication with clients.
• Develop and build strong trusted relationships with our client base by providing excellent IT support through regular communication and customer service.
• 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 and remotely.

Technical Skills:

• 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 taking this forward with senior colleagues via suggestions and recommendations.
• Experience working for the Not For Profit sector is an advantage.

Benefits:

• 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!