Support Engineer 2nd Line

Support Engineer, 2nd Line

Location: Field-based in the East Midlands

Type: Full-time

About the role:

Are you passionate about delivering outstanding customer service and building strong client relationships? We're looking for a motivated and customer-focused professional to join our growing team in a dynamic, remote-based role.

This is an exciting opportunity to work directly with a diverse range of clients across the Midlands, helping them maximise the value of our services while becoming a trusted advisor and key point of contact. No two days are the same. You'll combine the flexibility of working from home with regular visits to customer sites, giving you the perfect balance of independence, variety, and face-to-face collaboration.

You'll play a pivotal role in ensuring clients receive exceptional support and service, while working alongside a talented and supportive team that values innovation, professionalism, and continuous improvement. Whether you're building relationships, solving challenges, or identifying opportunities to improve the customer experience, you'll have a genuine impact on customer success.

What's in it for you?

• A flexible, remote-based role with autonomy and trust
• Regular client engagement and the opportunity to build lasting relationships
• Career development and progression opportunities
• A collaborative and supportive team culture
• The chance to make a real difference to customers and the business

Essential Requirement: Due to the remote nature of this role and regular travel to client sites across the Midlands, candidates must hold a full UK driving licence and have access to their own vehicle.

This is an excellent opportunity for someone who thrives on customer interaction, enjoys problem-solving, and wants to be part of a growing and ambitious organisation.

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!