2nd Line Engineer

• We own complex escalated incidents and service requests with reduced supervision
• We identify root causes rather than only treating symptoms
• We work across a modern tech stack, including Microsoft 365, Entra ID, endpoint management, Windows Server, networking, and security environments
• We provide technical guidance and informal mentoring to support the growth of Tier 1 engineers
• We create and improve technical documentation
• We proactively suggest system upgrades and genuine improvements for our clients
• We manage more complex customer communications in a professional, respectful, and proactive manner
• We attend client sites as required for proactive maintenance and reactive troubleshooting
• We deliver hands-on support to resolve technical issues effectively

Technologies:

• Support
• Microsoft 365
• Security
• Windows
• Office 365

More:

We are Akita, an award-winning Service Desk team, and this 2nd Line IT Support Engineer role offers the opportunity to make a direct impact on our clients success. You will join a collaborative technical environment where we value problem-solving, service improvement, mentoring, and exceptional customer support. The role is multi-faceted and includes hands-on work across modern Microsoft and infrastructure technologies, as well as client site visits when required.

• In-depth knowledge of Microsoft 365, Entra ID, and endpoint management
• Strong understanding of core Windows Server, networking, and security environments
• Technical aptitude and strong problem-solving skills
• Ability to troubleshoot methodically using a logical, structured approach
• Capability to understand the broader impact of technical changes while balancing speed, quality, and risk
• Professional, respectful, and proactive customer communication skills
• Ability to provide guidance and informal mentoring to Tier 1 engineers