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About The Role
As a 1st Line Engineer at Akita, you will be part of a dedicated support team within a busy IT services company. You will often be the first point of contact for customers and will play an important role in delivering a positive and professional service experience.
Your responsibilities will include:
- Logging, triaging, categorising, and prioritising support tickets accurately.
- Resolving common, lower-complexity technical issues using established processes, standard operating procedures, and knowledge base articles.
- Supporting customers with issues such as password resets, account unlocks, user setups, software installations, printer problems, email issues, mobile device support, VPN connectivity, user profile problems, and standard desktop support requests.
- Gathering clear and accurate information from customers to support effective troubleshooting and escalation.
- Maintaining detailed ticket notes and providing regular, professional updates to customers.
- Recognising when an issue is outside your capability or authority and escalating it appropriately to more senior engineers.
- Managing your ticket queue effectively with support and guidance from the wider team.
- Attending customer sites when required for prescheduled work or reactive troubleshooting.
- Applying a logical and methodical approach to troubleshooting, with a focus on achieving an effective and long-term resolution.
- Developing your technical knowledge by actively learning from documentation, training, feedback, and more experienced colleagues.
- Maintaining high standards of timekeeping, reliability, professionalism, and customer service.
- Identifying potential opportunities for additional products or services and escalating these to the appropriate sales or account management team.
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You will have a general understanding of Windows desktop technologies and common business IT systems. More importantly, you will demonstrate a willingness to learn, follow documented processes, accept feedback, and continually develop your technical and customer service skills.
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