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    • Provide hands-on support: Attend client sites as required to fulfill proactive maintenance and reactive troubleshooting requirements.
    • Use remote desktop tools to support users working off-site or remotely.
    • You’ll support colleagues across our European countries and gain broad exposure across…
    • Level 3 Advanced Mobile Phone, Tablet & Computer Repair Technician.
    • Working Hours:* 40 hours per week, 5 days, 8 hours per day.
    • Good spoken and written English.
    • To provide IT support & preventative maintenance for all the end user hardware and software.
    • High levels of customer support.
    • IT support: 2 years (required).
    • You’ll support the smooth running of end-user IT equipment, including desktop and mobile devices, audio-visual equipment, printers and other peripherals.
    • Text‑to‑speech and literacy support tools.
    • Experience delivering assistive technology training or similar learner‑focused support.
    • Troubleshoot hardware, software and connectivity issues.
    • You will provide day-to-day technical support to users, resolving hardware, software and access issues.
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    • Provide first-line support, log and prioritise tickets, troubleshoot routine issues and escalate when needed.
    • Help with staff onboarding and offboarding.
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    • Respond to incidents and service requests via ServiceNow, video call/phone, email, remote support tools, and walk-up support channels.
    • Providing first and second-line IT support, troubleshooting hardware, software and connectivity issues.
    • Experience troubleshooting hardware, software and…
    • Good understanding of hardware diagnostics and troubleshooting.
    • Identify complex faults requiring Level 3 technical support.
    • Documenting support tickets and technical solutions accurately.
    • Providing 1st line technical support to a wide range of clients.
    • Provide onsite technical support across school environments, troubleshooting hardware, software and network issues.
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    • Hands support of IT equipment.
    • Prior Onsite end-user IT support.
    • Experience trouble shooting, hardware maintenance, and Smart.

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Job Post Details

2nd Line Engineer
Akita Systems Ltd
Akita, TN15 7AF Sevenoaks, United Kingdom
£30,000 - £35,000 a year
Permanent
Apply on company site

Job details

£30,000 - £35,000 a year
Permanent
Akita, TN15 7AF Sevenoaks, United Kingdom

Full job description

As a 2nd Line IT Support Engineer at Akita, you will be joining an award-winning Service Desk team where your technical aptitude and problem-solving skills will directly impact our clients' success.

In this multi-faceted role, you will:

  • Take ownership of complex issues: Resolve escalated incidents and service requests with reduced supervision, focusing on identifying root causes rather than only treating symptoms.

  • Work across a modern tech stack: Bring in-depth knowledge of Microsoft 365, Entra ID, and endpoint management, alongside core Windows Server, networking, and security environments.

  • Be a technical mentor: Thrive on imparting your knowledge to others, providing guidance and informal mentoring to support the growth of our Tier 1 engineers.

  • Drive service improvement: Create and improve technical documentation, and proactively suggest system upgrades or genuine improvements to our clients.

  • Deliver exceptional service: Manage more complex customer communications with a professional, respectful, and proactive approach.

  • Troubleshoot methodically: Demonstrate a logical, structured approach to technical challenges, understanding the broader impact of technical changes while balancing speed, quality, and risk.

  • Provide hands-on support: Attend client sites as required to fulfill proactive maintenance and reactive troubleshooting requirements.

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