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2nd Line Service Desk Specialist (London & Kent)

Akita is a leading business IT support and service company renowned for its exceptional customer service. 

As we continue to expand, we are seeking team members with both the technical aptitude and personable approach.

As a 2nd Line Service Desk Specialist, you will provide a high level of customer service to Akita’s customers as well as our internal departments. You will be responsible for dealing with internal ticket escalations, assisting other engineers from apprentice level up, and dealing with 3rd party vendors whilst ensuring prompt and satisfactory resolution of support tickets.

You will thrive in a busy environment, creating, updating, escalating, and resolving tickets within the Akita Dynamics ticketing system.  Forming effective working relationships is key to this role and you will work closely with other departments such as infrastructure, sales, and accounts where necessary.

You will be exposed to a wide variety of problems, technologies and business sectors and must be able to provide confident, concise instructions and information to all levels of staff up to and including senior management/director level.

At Akita, we pride ourselves on our team spirit and can-do attitude, and to compliment this you should demonstrate exemplary levels of customer service, adaptable communication skills, a personable nature, and a willingness to assist junior team members.

The successful candidate will be proficient in the following:

  • Server Administration (Inc. Active Directory, FSMO, GPO)
  • Office 365 & Exchange Administration, including Powershell
  • Microsoft Windows Server and Desktop configuration and troubleshooting
  • Hardware deployment and troubleshooting
  • Workstation support / troubleshooting
  • Printer troubleshooting / installation
  • Email troubleshooting, (client and server side)
  • Cloud platform troubleshooting (inc. RDP, Brokers, Firewalls etc.)
  • Cloud Services such as SharePoint, Azure
  • DNS configuration and troubleshooting
  • VPN Configuration (client side, server side RRAS/SSL, multi device)
  • MAC troubleshooting
  • Mobile Device Support
  • Router Configuration
  • Network troubleshooting
  • VoIP troubleshooting
  • Experience of working in a service desk environment.

Salary: Dependent on qualifications and skills
Start date: ASAP
Hours: Permanent Contract of Employment – 42.5 hours per week Monday to Friday

The Wrotham office operates a shift pattern, outlined below. Other offices may vary. You will be predominantly based on the Helpdesk and may be required to work alternate hours to suit business requirements. Currently, the shift times are:

6:00am – 2:30pm (Early)
8:45am – 5:15pm (Standard)
1:00pm – 9:30pm (Late)

On a roster basis, there is an out of hours service between 9:00pm – 6:00am Monday to Friday and 24 hours on Saturday, Sunday, or a Bank Holiday. Being on call for the out of hours service attracts the following rates of pay:

£22.50 – for being on standby to accept out of hours calls on Monday to Friday
£55.00 – for being on standby to accept out of hours calls on a Sat, Sun, or Bank Holiday
£22.50 – for each call the 2nd Line Service Desk Specialist receives from a client

Holiday Entitlement: 32 days, rising to 38 days subject to terms after 3 years’ continuous service (including 8 bank holidays)
Contractual Sick Pay: Commencing after 6 months’ continuous employment (terms applied)
Expenses: Travel expenses for site visits
Experience: Demonstrable commercial experience in a 2nd Line role, preferably at an MSP
Qualifications: Recognised accreditations (MCP’s, CompTIA, Apple) would be advantageous

To apply for the role, please click the link below and follow the instructions on the submission page:

Apply

For any questions relating to the role please get in touch.

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Accreditations

Focused on ensuring total customer satisfaction and providing continually improving products and services, Akita is certified with the international security standards ISO 9001 and ISO 27001