Support Engineer 2nd Line

Support Engineer, 2nd Line
Location : Field-based in the East Midlands
Type : Full-time 

About the role:

The Support 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.

Responsibilities:

The Support Engineer role is the front line of Academia, 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 East Midlands based clients:

• Resolving onsite IT malfunctions
• Managed service desk support onsite & remotely

Technical Skills:

The Support 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
• Experience working for the Not For Profit sector an advantage

Why Academia? 

At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we’re not just a supplier—we’re a trusted partner to thousands of clients nationwide.

With over 20 years of expertise, double-digit growth, a team of 300+ professionals and revenues exceeding £150 million in FY26, we’ve earned a reputation as a top-tier IT solutions provider. Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award.

Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business.

We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service. Backed by Strive Capital since 2020, we’re continuously expanding, exploring new frontiers with a strong financial and strategic foundation.

Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact.

At Academia, you’ll find more than just a job—you’ll find an opportunity to be part of one of the UK’s most exciting tech success stories. If you’re passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we’d love to hear from you.

For more information on opportunities with Academia, visit our website.

Benefits 

• Gym membership contribution 
• Health Cash Plan
• Increased annual leave with length of service
• Free annual leave on your birthday
• Length of service bonus
• Free Will Writing service 
• And more!