Position: 1st Line IT Engineer

At Akita, our employees thrive in an exhilarating and fast-paced environment that exposes them to emerging technologies. We strongly encourage continuous professional development, fostering the growth of existing skills and the acquisition of new ones. Our dedication to recognizing talent ensures that our engineers possess the enthusiasm and determination necessary to deliver exceptional service to our clients.

Role Overview:

As a 1st Line Engineer at Akita, you will enjoy being part of a dedicated team within a bustling IT services company. Your responsibilities will encompass a range of tasks, including ticket support on the Helpdesk and hardware maintenance. This involves resolving a variety of tickets, from user setups and software installations to hardware troubleshooting, VPN issues, NTFS permissions adjustments, hosted service glitches, email problem-solving, mobile device support, and user profile concerns. You'll also have the opportunity to visit client sites for both scheduled projects and reactive troubleshooting, demonstrating your commitment to achieving lasting, cost-effective solutions. A professional, respectful, and proactive approach to customer service will be central to your role.

Key Responsibilities:

• Collaborate within a team of engineers in a dynamic IT services company.
• Provide ticket support on the Helpdesk and perform hardware maintenance.
• Resolve a diverse array of tickets, covering user setups, software installs, hardware issues, VPN troubleshooting, NTFS permissions, hosted service problems, email troubleshooting, mobile device support, and user profile challenges.
• Visit client sites as needed for scheduled projects and troubleshooting.
• Employ a diligent approach to achieve long-term, cost-effective solutions.
• Demonstrate professionalism, respect, and proactive customer service.
• Embrace the opportunity to learn from senior colleagues, expanding your technical knowledge and skills.
• Apply general knowledge of Windows technologies, including Windows Server and Desktop operating systems.
• Utilize our established product and service portfolio to identify new business opportunities and contribute to sales.
• Approach troubleshooting with a logical, methodical mindset, seeking innovative solutions.

Core Skills:

• Proficiency in Windows Server 2003-2019.
• Experience across Windows Desktop (XP to 10).
• Familiarity with Hosted Desktop and Cloud computing.
• Basic user and email administration skills.
• Competence in Office 365 tenant setup and administration.
• Fundamental networking capabilities, including DNS and DHCP.

Desirable Skills and Experience:

• VMWare/Hyper-V administration expertise.
• Preferred experience in VoIP, particularly 3CX.
• Familiarity with Apple products and their support.
• Proficiency in Group Policy administration.
• Cabling experience.
• Exposure to Ubiquiti / Cisco Wireless technologies.
• Previous engagement in a Managed Service Provider (MSP) context.
• Recognized accreditations (MCP’s, CompTIA, Apple).

Person Specification:

• The ideal candidate will exemplify the following traits:
• Methodical and logical approach to tasks.
• Eagerness to learn and teach.
• Strong documentation and communication skills.
• High commitment to delivering exceptional customer service.
• Personable and approachable nature.
• Exceptional attention to detail.
• A history of being a proven self-starter.
• If you require further clarification or have additional questions, please don't hesitate to ask.