The 2nd Line Field Engineer role is highly technical, with a key requirement for excellent customer service skills. Engineers are expected to take ownership of issues and requests, seeing them through to resolution or escalation. Strong communication skills are essential for keeping clients updated via written or verbal communication. The role involves close collaboration with IT Managers, the Customer Experience Manager, the Professional Services team, and the IT Security team. This is a highly customer-facing role, with direct engagement through onsite support, remote support, walk-ins, telephone, and email. All issues and service requests are managed through a ticketing system, requiring engineers to prioritize their own workload while adhering to SLA deadlines.
Location: Field-based in the East Midlands
Type: Full-time
Eligibility: Must be eligible to work in the UK
Salary: £35-38k
The 2nd Line Engineer is the front line of Academia, representing 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:
The 2nd line field engineer must possess strong technical skills with a good ability to fault find and problem-solve under pressure, potentially on client sites:
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 recognized 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 maximize 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.
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The 2nd line Field Engineer role is a hybrid opportunity. The location specified is Remote Worldwide.
The salary is not explicitly stated, but is competitive and based on experience.
You can apply by clicking the "Apply for this role" button above to submit your application on the hiring website.