Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch IT support and build strong client relationships in a dynamic field role.
- Company: Join Academia Group, a leading UK IT solutions provider with a focus on innovation.
- Benefits: Enjoy gym contributions, health plans, flexible hours, and extra leave for your birthday!
- Why this job: Make a real impact by solving IT challenges and enhancing client experiences every day.
- Qualifications: Two years of IT experience, strong problem-solving skills, and a passion for customer service.
- Other info: Work-life balance is key; occasional travel and flexible working options available.
The predicted salary is between 34000 - 38000 £ per year.
Based: Field-based, predominantly in the London area
Type: Full-time
Salary: £34-38k
Eligibility: You must be eligible to work in the UK
The 2nd Line engineer role is the front line of Smartdesc, representing 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 UK-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.
Summary: The 2nd Line field engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected 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, 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 also ensuring they adhere to the SLA response and resolution deadlines.
Technical Skills: The 2nd line field 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
Job Circumstances: The role will involve travel to customer sites. Core hours are 8.00 to 18:00 Monday to Friday. Occasional evening or weekend work may be required during go live/deployment windows, but this is the exception not the norm – Smartdesc places a strong emphasis on work/life balance.
About Us: Academia Group is a leading UK IT solutions provider, specialising in technology for education, public sector and commercial clients. Following recent growth and the acquisition of Smartdesc into the group, we are now entering a new phase focused on operational excellence, scalability and culture. With a turnover of over £140m, 300+ staff and a target EBITDA of £6m+, we are building a unified, values-driven organisation that empowers people to perform at their best.
Benefits:
- Gym membership contribution
- Health Cash Plan
- Increased annual leave with length of service
- Free annual leave on your birthday
- Length of service bonus
- Flexible working hours
- Hybrid working
- Free Will Writing service
- Life Insurance
- And much more!
2nd line Field Engineer in London employer: Academia Ltd t/a Smartdesc
Contact Detail:
Academia Ltd t/a Smartdesc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd line Field Engineer in London
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Smartdesc and its values. This will help you connect with the team and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! Since this role is all about client interaction, make sure you can explain technical issues in simple terms. Role-play with a friend or family member to get comfortable with this.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you resolved IT issues under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Smartdesc team. Don’t miss out!
We think you need these skills to ace 2nd line Field Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Field Engineer role. Highlight your technical skills and customer service experience, as these are key for us. Use specific examples that showcase your problem-solving abilities and how you've successfully supported clients in the past.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Let us know why you're passionate about this role and how you can contribute to our team. Mention your familiarity with ticketing systems and any relevant IT technologies, as this will show us you’re a great fit for the position.
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure your written application reflects strong communication skills. Keep your language clear and professional, and don’t forget to proofread for any typos or errors – we want to see your attention to detail!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application directly, and it shows us you’re keen on joining our team at Smartdesc. Plus, it’s super easy to do!
How to prepare for a job interview at Academia Ltd t/a Smartdesc
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Office 365, Microsoft Azure, and networking infrastructure. Be ready to discuss specific scenarios where you've successfully resolved IT issues, as this will show your problem-solving abilities under pressure.
✨Show Off Your Customer Service Skills
Since this role is highly customer-facing, prepare examples of how you've built strong relationships with clients in the past. Highlight your communication style and how you keep clients updated, whether through verbal or written updates.
✨Familiarise Yourself with the Company Culture
Research Smartdesc and its emphasis on proactive service and work/life balance. Understanding their values will help you align your answers with what they’re looking for, making you a more appealing candidate.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like managing multiple tickets or dealing with a difficult client. Think through your approach to these scenarios beforehand, so you can demonstrate your ability to take ownership and see issues through to resolution.