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- Tasks: Provide top-notch technical support for cloud communication platforms and resolve customer issues.
- Company: Join a fast-growing SaaS analytics company focused on enhancing customer experiences.
- Benefits: Remote work, monthly meet-ups, and opportunities for professional growth.
- Why this job: Make a real impact by helping clients optimise their communication tools.
- Qualifications: Experience in IT support, strong communication skills, and a customer-focused mindset.
- Other info: Dynamic team environment with a commitment to continuous improvement and learning.
The predicted salary is between 36000 - 60000 £ per year.
Location: Remote, but requirement to meet up once a month for in-person collaboration day (UK based).
About Akixi: Akixi is a fast-growing SaaS analytics company delivering real-time and historical insights for cloud-based communication platforms, including Microsoft Teams, Cisco BroadWorks, and Webex Calling. Our analytics help businesses enhance customer experience, optimize productivity, and drive performance across voice and collaboration channels.
Job Summary: We are seeking a skilled, customer-oriented Support Technician to join our growing team at a leading cloud communications company committed to enhancing customer experiences, who has extensive knowledge of MS Teams Tac and related services, such as Azure, EntraID, and O365, to support a series of projects. In this role, you will be responsible for providing technical support to clients and partners, resolving product issues quickly and effectively, and delivering outstanding customer satisfaction. You will play a crucial role in maintaining our reputation for excellence by diagnosing and fixing technical issues, mentoring junior colleagues, and supporting the continuous improvement of our products.
Key Responsibilities:
- Provide 1st and 2nd line technical support for cloud communication platforms, hosted IP telephony systems, and associated applications.
- Diagnose, troubleshoot, and resolve customer issues via phone, email, and ticketing systems within agreed SLAs.
- Collaborate with engineering and product teams to escalate and resolve complex technical issues.
- Mentor junior colleagues, providing guidance, knowledge-sharing, and support to help them develop their technical and customer service skills.
- Document issues, solutions, and technical knowledge in knowledge bases and internal systems.
- Assist in testing, deployment, and maintenance of new software releases and upgrades.
- Proactively identify potential issues before they impact customers.
- Maintain compliance with internal processes, security policies, and industry standards (e.g., ISO 27001, HIPAA).
- Continuously contribute to process improvement, suggesting ways to enhance efficiency and customer satisfaction.
Required Skills & Experience:
- Education to NQF Level 3/4 in a computing-related discipline (e.g., A Level in Computing or ICT, NCC Education Level 3 Diploma in Computing, IT Users Level 3 Certificate/Diploma).
- Strong GCSE results, including Maths, English, and Science.
- Minimum of 3 years’ commercial experience in an IT and/or application support environment.
- Solid understanding of hosted IP telephony.
- Proficiency with MS Office 365/Admin, Microsoft Windows 11, MacOS.
- Proficiency with Azure, Teams/Teams TAC/Telephony Services, PowerShell.
- Excellent critical thinking skills and strong attention to detail.
- Practical communication skills, both written and verbal.
- Ability to work effectively both independently and as part of a team.
- Customer-focused mindset with a commitment to providing a high-quality experience.
Desirable Skills & Experience:
- Degree in Computer Science or related discipline.
- Familiar with ML principles, LLMs and applied AI.
- Interest in internet applications, IP networking & network diagnostics (DNS, Ping, NSLOOKUP).
- Knowledge of general telephony (e.g., hunt groups, call queueing, ACD distribution, agent-working).
- Knowledge of virtual machines and cloud-based infrastructure.
- Experience with collaboration and communication tools such as Cisco Webex and Microsoft Services (inc. Teams).
- ITIL certification or experience with ITIL practices.
- Familiarity with Freshdesk or other ticketing systems.
- Experience with Atlassian tools (Jira & Confluence).
- Understanding of compliance standards such as ISO 27001 & HIPAA.
- CRM understanding.
Soft Skills & Behaviours:
- Proactive and eager to learn from senior team members.
- Strong communicator, able to explain technical issues clearly to both technical and non-technical audiences.
- Collaborative team player comfortable in agile environments (Scrum/Kanban).
- Highly organised, able to prioritise effectively in a fast-paced support environment.
- Positive, customer-first attitude with resilience under pressure.
Support Technician employer: Akixi
Contact Detail:
Akixi Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Technician
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Get a mate to do mock interviews with you, focusing on common questions for Support Technicians. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 3
Show off your tech skills! If you’ve worked on any relevant projects or have experience with tools like Azure or MS Teams, be ready to discuss them in detail. Real-world examples can really impress potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Technician role. Highlight your experience with MS Teams, Azure, and any relevant technical skills. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer support and how your skills can help us enhance customer experiences. Keep it friendly and professional!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've diagnosed and resolved technical issues in the past. We love seeing candidates who can think critically and tackle challenges head-on!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at Akixi
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of MS Teams, Azure, and O365 before the interview. Be ready to discuss how you've used these tools in past roles and how they relate to the position at Akixi.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've diagnosed and resolved technical issues in previous jobs. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your critical thinking abilities.
✨Demonstrate Your Customer Focus
Since this role is all about enhancing customer experiences, think of specific instances where you've gone above and beyond for a client. Share these stories to show your commitment to customer satisfaction.
✨Be Ready to Collaborate
As teamwork is key in this role, be prepared to discuss how you've worked with engineering or product teams in the past. Highlight your experience mentoring others and how you can contribute to a collaborative environment at Akixi.
