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    • Provide hands-on support: Attend client sites as required to fulfill proactive maintenance and reactive troubleshooting requirements.
    • Identifying faults and engaging with the relevant teams for support.
    • Proactively manage outages, giving continuous feedback to the wider business and our…
    • Maintain accurate technical documentation, asset records and support procedures.
    • Identify recurring support issues and recommend technical or process…
    • 1 years (minimum) of experience in IT support is required for this role;
    • Experienced tech experts to learn from;
    • Opportunities to grow and develop;
    • Take ownership of complex 3rd line support tickets, including escalations from 2nd line teams.
    • Deliver a high standard of technical support in line with agreed…
    • This is a role for an experienced engineer who can thinks independently, takes ownership, and can balance deep technical troubleshooting with structured,…
    • After that, you will have ongoing support for your development, with time and budget.
    • Line engineers and be fully briefed on the work and your part in it from…
    • You will assist and mentor support technicians, providing 2nd and 3rd line support to the business.
    • Provide 2nd and 3rd line support to the business, while…
    • Manage and update NetSuite ticketing system with customer support issues.
    • Creating and updating test records, support notes and technical documentation.
    • Visit clients & work on client premises.
    • Resolve IT issues and problems.
    • Previous work experience is not required for this entry-level position.
    • Service Design Planning, authoring detailed Service Design Packages (SDPs) to map out support requirements, service level targets, and support pathways before a…
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    • Log, categorize, and prioritize incoming technical support tickets within the ITSM platform (ServiceNow),.
    • Our Early Talent Programme will enable you to expand…
    • CS3 Engineering Capability Development: Help us improve how we engineer and deliver support solutions across CS3.
    • For DV clearance, this is typically ten years.
    • Experience in technical and customer support required.
    • Provide technical support for corporate users onsite in the Dublin office, including incident and request…
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    • 0-2 years of experience in IT support, application support, or a closely related technical field.
    • This role will require an understanding of applications…

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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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