At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for clients in the East Midlands.
- Company: Join a dynamic team at a leading IT service provider focused on customer satisfaction.
- Benefits: Enjoy gym membership contributions, health cash plans, and extra annual leave.
- Other info: Hybrid working options and opportunities for professional growth await you!
- Why this job: Be the face of our company, building strong relationships while solving real-world tech problems.
- Qualifications: Two years of IT experience, strong communication skills, and a knack for problem-solving.
The predicted salary is between 40000 - 45000 £ per year.
Location: Field-based in the East Midlands
Type: Full-time
Eligibility: You must be eligible to work in the UK
Salary: £35‑38k
About the role
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 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; 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 prioritising their own tickets and workload while also ensuring they adhere to the SLA response and resolution deadlines.
Responsibilities
- The 2nd Line 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
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.
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
- Hybrid working
- Free Will Writing service
- And more!
2nd line Field Engineer in Leicester employer: Academia Ltd.
As a 2nd Line Field Engineer at our East Midlands location, you will thrive in a supportive work culture that prioritises employee growth and development. We offer a range of benefits including gym membership contributions, health cash plans, and increased annual leave with length of service, all while fostering strong client relationships through exceptional customer service. Join us to be part of a dynamic team where your technical skills and positive attitude will make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd line Field Engineer in Leicester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Academia Ltd. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Academia Ltd. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Academia Ltd.!
✨Direct Apply to Academia Ltd.
Let's not forget to apply directly through the Academia Ltd. website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd line Field Engineer in Leicester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Academia Ltd..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Academia Ltd.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Academia Ltd.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
