At a Glance
- Tasks: Provide top-notch support and resolve technical issues for customers.
- Company: Join Akita, a vibrant IT services company with a supportive team.
- Benefits: Gain valuable experience, develop skills, and enjoy a friendly work environment.
- Other info: Great opportunity for career growth and skill development.
- Why this job: Be the first point of contact and make a real difference in customer experiences.
- Qualifications: Basic understanding of IT systems and a passion for learning.
The predicted salary is between 22000 - 28000 £ per year.
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.
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.
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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1st Line Engineer in Sevenoaks employer: Akita
At Akita, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through mentorship opportunities, particularly for those in the Second-Line IT Engineer role, where you can guide Tier 1 engineers while tackling complex challenges. Located in the UK, our award-winning Service Desk team not only values your contributions but also provides a supportive environment that encourages professional development and meaningful impact on client success.
