Smartdesc - charity IT specialists logo
Smartdesc - charity IT specialists

IT services for charities and not-for-profits. Microsoft Gold Partner and NCVO-approved Trusted Supplier.

Field Engineer – 2nd Line

Field EngineerField EngineerFull TimeRemoteMid LevelTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

United Kingdom

Posted

2 days ago

Salary

£35K - £38K / year

Seniority

Mid Level

High School2 yrs expEnglishAzureCloudDNSFirewalls

Job Description

Field Engineer – 2nd Line

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.

Job Requirements

  • 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

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!

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