2nd line Field Engineer
2nd line Field Engineer
Based: Whitechapel, London or home-based, within the London areaType: Full-time
Salary: 38k
Eligibility: You must be eligible to work in the UK
The 2nd Line engineer role is the front line of Smartdesc , 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 London based clients:
- Resolving onsite IT malfunctions
- Managed service desk support onsite & remotely
Smartdesc places a strong emphasis on being proactive as well 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.
The 2nd Line 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.
Technical Skills:
The 2nd line 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, is 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
About Smartdesc
Smartdesc is an IT Service Provider and Microsoft Gold Partner whose focus is not-for-profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non-profits.
We provide a range of IT Services including Strategy & IT Leadership, Cyber Security, Helpdesk Support and Project / Programme Management - tailored to non-profits and delivered through proactive partnerships with our customers.
Staff who work for Smartdesc are of the highest quality, and one of the main reasons for our success. We promote from within, pay for your training and certifications, and have fun in a growing and exciting atmosphere. This means staff stay with us for years, because we invest heavily in them - our retention rate is 98% which is far above the competition.
We are a flat management structure without internal politics, and staff are given a high degree of autonomy to do their jobs to the best of their ability. We celebrate success as a team and you will have the opportunity to immerse yourself in a diverse range of cutting edge technologies and systems, and never pigeonholed into one single area.
Successful candidates deliver exceptional customer support through effort, integrity and honesty. Smartdesc deliver ethical, transparent and customer focused IT services; new team members are carefully picked to ensure they enhance Smartdesc’s ethos and share our values.
Since incorporation in 2012 we have grown to over 70 staff and are projected to have a £5M turnover in our current Financial Year