2nd Line Engineer

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.