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2nd Line Engineer
2nd Line IT Support Engineer
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As a 2nd Line IT Support Engineer at Akita, you will be joining an award-winning Service Desk team, where your technical skill and problem-solving ability will directly contribute to our clients' success.
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Roles & Responsibilities
- Take ownership of complex issues: Resolve escalated incidents and service requests with minimal supervision, focusing on diagnosing root causes rather than merely addressing symptoms.
- Work across a modern tech stack: Apply in-depth knowledge of Microsoft 365, Entra ID, and endpoint management alongside Windows Server, networking, and security environments.
- Be a technical mentor: Share expertise informally, guiding Tier 1 engineers and contributing to their professional development.
- Drive service improvement: Create and refine technical documentation, and propose system upgrades or enhancements that benefit our clients.
- Deliver exceptional service: Handle sophisticated customer communications with a professional, respectful, and proactive approach.
- Troubleshoot methodically: Approach technical challenges logically, assessing broader impacts while balancing speed, quality, and risk.
- Provide hands-on support: Travel to client sites as needed to perform proactive maintenance and reactive troubleshooting.
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