Field Engineer – 2nd Line

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Smartdesc - charity IT specialists

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤲 Charity

🔒 Cybersecurity

Charity • Cybersecurity • IT Services

Smartdesc is a specialized IT service provider focused on helping charity and non-profit organizations enhance their technology use. Offering IT strategy, support, security, managed services, and digital transformation solutions, Smartdesc aims to optimize IT operations and security for charities. They provide comprehensive services like IT audits, cybersecurity consultations, data protection, and infrastructure design, with a goal of enabling secure and cost-effective operations. As Microsoft Gold Partners and ACEVO-approved Trusted Suppliers, Smartdesc is committed to delivering tailored IT solutions that align with their clients' missions and strategic goals, ensuring trustworthy partnerships and cost savings.

📋 Description

• 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.

🎯 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!