First Line Support

Job DescriptionAkkodis is seeking a proactive and customer-focused Field Services Engineer to provide 1st and 2nd Line IT support to our clients. Based in Bracknell, this role involves troubleshooting hardware, software, network, and telecommunication issues, both remotely and on-site. You will be responsible for delivering high-quality IT support while ensuring minimal disruption to business operations. Key ResponsibilitiesProvide 1st and 2nd Line IT support, including hardware, software, network, and telecommunications troubleshooting.Diagnose and resolve issues with laptops, desktops, mobile devices, printers, and peripheral equipment.Support and maintain Windows operating systems, Microsoft 365, Active Directory, and enterprise applications.Install, configure, and maintain telecommunications systems, including VoIP, mobile device management, and networked communication systems.Utilise IT Service Management (ITSM) tools, such as ServiceNow, Remedy, or Jira Service Management, to log, track, and resolve incidents and requests.Troubleshoot and support network technologies (TCP/IP, DNS, DHCP, VPNs, LAN/WAN).Manage and escalate incidents where necessary, ensuring timely resolution.Maintain accurate documentation of support activities and solutions.Work closely with internal teams and third-party vendors to resolve complex IT and telecoms issues.Travel to client sites across the UK and Northern Ireland to provide on-site support as required.Deliver excellent customer service and build strong relationships with clients.Key Skills & ExperiencePrevious experience in a 1st or 2nd Line IT support role.Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.Experience with networking technologies (TCP/IP, DNS, DHCP, VPNs, LAN/WAN).Familiarity with telecommunications systems, including VoIP, mobile networks, and unified communications platforms.Proficiency in using IT Service Management (ITSM) tools, such as ServiceNow, Remedy, or Jira Service Management.Ability to diagnose and resolve hardware, software, network, and telecoms issues efficiently.Strong communication and interpersonal skills, with a customer-first mindset.Ability to work both independently and as part of a team.A full UK driving license is preferred due to travel requirements.

Created: 2025-07-06