Smartdesc - charity IT specialists

• The 2nd Line field 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.