Field Engineer – 2nd Line

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• The role of a 2nd Line field engineer is highly technical, requiring excellent customer service abilities.

• Engineers are expected to take ownership of issues and requests, ensuring they are resolved or escalated when necessary.

• Strong communication skills are crucial for keeping clients informed through both written and verbal updates.

• This position will collaborate closely with our IT Managers, Customer Experience Manager, Professional Services team, who manage projects and changes, and our IT Security team, which focuses on safeguarding client data and networks.

• The role is predominantly customer-facing; engineers will engage directly with clients through onsite support, remote assistance, walk-ins, telephone, and email.

• All issues and service requests are documented via a ticketing system, and the engineer is responsible for managing and prioritizing their own tickets and workload, while ensuring compliance with SLA response and resolution timelines.

⛳️ Requirements

• At least two years of experience in a comparable role.

• Strong practical knowledge of Office 365, both on-premise and cloud-based.

• Previous experience with ticketing systems, preferably within the ITIL Framework.

• Familiarity with Microsoft Azure, including Remote Desktop Services.

• Proficient understanding of Microsoft technologies such as Server, Exchange, and Active Directory.

• Knowledge of security technologies and toolsets, including monitoring and McAfee EPO.

• Understanding of networking infrastructure, including LAN, WAN, DNS, and Firewalls.

• Experience as an onsite IT Field Engineer.

🏝️ Benefits

• Contribution towards gym membership.

• Health Cash Plan.

• Increased annual leave based on length of service.

• Complimentary annual leave on your birthday.

• Length of service bonus.

• Hybrid working options.

• Free Will Writing service.

• And additional benefits!