1st line engineer Work, Jobs in Kent (with Salaries)

1st Line Engineer
Akita Systems Ltd —Sevenoaks
- £26,000 - £30,000 a year
- Computer literacy
- Computer skills
Service Desk Engineer - 1st Line
INFINITY GROUP —Royal Tunbridge Wells
- Full-time
- Hybrid work
- Continuous improvement
- Annual leave
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8d

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2nd Line Engineer
Akita Systems Ltd —Sevenoaks
Troubleshoot methodically: Demonstrate a logical, structured approach to technical challenges, understanding the broader impact of technical changes while…
£30,000 - £35,000 a year
2nd Line Engineer - Hybrid - MSP
Uptime —Horsham
As a 2nd line engineer you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners.
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1st Line Engineer

Akita Systems Ltd -
Sevenoaks

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Job details

£26,000 - £30,000 a year

Qualifications

Technical troubleshooting
Desktop support
Computer literacy
Incident queue management
Ticket management
Case record updates
Technical support incident logging
Computer skills
Customer support
Customer interaction
IT incident logging
Fault diagnosis and repair
Incident log maintenance
Add-on sales

Full job description

About the Role

As a 1st Line Engineer at Akita, you will be part of a dedicated support team within a busy IT services company. You will often be the first point of contact for customers and will play an important role in delivering a positive and professional service experience.

Your responsibilities will include:

Logging, triaging, categorising, and prioritising support tickets accurately.
Resolving common, lower-complexity technical issues using established processes, standard operating procedures, and knowledge base articles.
Supporting customers with issues such as password resets, account unlocks, user setups, software installations, printer problems, email issues, mobile device support, VPN connectivity, user profile problems, and standard desktop support requests.
Gathering clear and accurate information from customers to support effective troubleshooting and escalation.
Maintaining detailed ticket notes and providing regular, professional updates to customers.
Recognising when an issue is outside your capability or authority and escalating it appropriately to more senior engineers.
Managing your ticket queue effectively with support and guidance from the wider team.
Attending customer sites when required for prescheduled work or reactive troubleshooting.
Applying a logical and methodical approach to troubleshooting, with a focus on achieving an effective and long-term resolution.
Developing your technical knowledge by actively learning from documentation, training, feedback, and more experienced colleagues.
Maintaining high standards of timekeeping, reliability, professionalism, and customer service.
Identifying potential opportunities for additional products or services and escalating these to the appropriate sales or account management team.

You will have a general understanding of Windows desktop technologies and common business IT systems. More importantly, you will demonstrate a willingness to learn, follow documented processes, accept feedback, and continually develop your technical and customer service skills.

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1st Line Engineer

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