Support Technician

Akixi; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading cloud communications company in the UK seeks a Support Technician to provide 1st and 2nd line technical support for cloud platforms. The ideal candidate will have a strong background in hosted IP telephony and MS Teams. Responsibilities include diagnosing client issues, collaborating with engineering teams, and mentoring junior staff. Opportunities for continuous improvement and contributing to customer satisfaction are significant in this role, which allows for remote work with occasional in-person meetings.

Qualifications

• Minimum of 3 years' commercial experience in IT/application support.
• Solid understanding of hosted IP telephony.
• Proficiency with MS Teams TAC and related services.

Responsibilities

• Provide 1st and 2nd line technical support for cloud communication platforms.
• Collaborate with engineering teams to resolve complex technical issues.
• Document issues and solutions in knowledge bases.

Skills

Customer-focused mindset

Excellent critical thinking skills

Effective communication skills

Ability to work independently and in a team

Education

Education to NQF Level 3 / 4 in computing-related discipline

Strong GCSE results in Maths, English, and Science

Tools

MS Office 365 / Admin

Azure

Microsoft Windows 11

MacOS

PowerShell

Job description

Location

• Remote, but requirement to meet up once a month for in-person collaboration day
• UK based

About Akixi

Akixi is a fast-growing SaaS analytics company delivering real-time and historical insights for cloud-based communication platforms, including Microsoft Teams, Cisco BroadWorks, and Webex Calling. Our analytics help businesses enhance customer experience, optimize productivity, and drive performance across voice and collaboration channels.

Job Summary

We are seeking a skilled, customer-oriented Support Technician to join our growing team at a leading cloud communications company committed to enhancing customer experiences, who has extensive knowledge of MS Teams Tac and related services, such as Azure, EntraID, and O365, to support a series of projects. In this role, you will be responsible for providing technical support to clients and partners, resolving product issues quickly and effectively, and delivering outstanding customer satisfaction. You will play a crucial role in maintaining our reputation for excellence by diagnosing and fixing technical issues, mentoring junior colleagues, and supporting the continuous improvement of our products.

Key Responsibilities

• Provide 1st and 2nd line technical support for cloud communication platforms, hosted IP telephony systems, and associated applications.
• Diagnose, troubleshoot, and resolve customer issues via phone, email, and ticketing systems within agreed SLAs.
• Collaborate with engineering and product teams to escalate and resolve complex technical issues.
• Mentor junior colleagues, providing guidance, knowledge-sharing, and support to help them develop their technical and customer service skills.
• Document issues, solutions, and technical knowledge in knowledge bases and internal systems.
• Assist in testing, deployment, and maintenance of new software releases and upgrades.
• Proactively identify potential issues before they impact customers.
• Maintain compliance with internal processes, security policies, and industry standards (e.g., ISO 27001, HIPAA).
• Continuously contribute to process improvement, suggesting ways to enhance efficiency and customer satisfaction.

Required Skills & Experience

• Education to NQF Level 3 / 4 in a computing-related discipline (e.g., A Level in Computing or ICT, NCC Education Level 3 Diploma in Computing, IT Users Level 3 Certificate / Diploma).
• Strong GCSE results, including Maths, English, and Science.
• Minimum of 3 years’ commercial experience in an IT and / or application support environment.
• Solid understanding of hosted IP telephony.
• Proficiency with MS Office 365 / Admin, Microsoft Windows 11, MacOS
• Proficiency with Azure, Teams / Teams TAC / Telephony Services, PowerShell
• Excellent critical thinking skills and strong attention to detail.
• Practical communication skills, both written and verbal.
• Ability to work effectively both independently and as part of a team.
• Customer-focused mindset with a commitment to providing a high-quality experience.

Desirable Skills & Experience

• Degree in Computer Science or related discipline.
• Familiar with ML principles, LLMs and applied AI.
• Interest in internet applications, IP networking & network diagnostics (DNS, Ping, NSLOOKUP).
• Knowledge of general telephony (e.g., hunt groups, call queueing, ACD distribution, agent-working).
• Knowledge of virtual machines and cloud-based infrastructure.
• Experience with collaboration and communication tools such as Cisco Webex and Microsoft Services (inc. Teams).
• ITIL certification or experience with ITIL practices.
• Familiarity with Freshdesk or other ticketing systems.
• Experience with Atlassian tools (Jira & Confluence).
• Understanding of compliance standards such as ISO 27001 & HIPAA.
• CRM understanding.

Soft Skills & Behaviours

• Proactive and eager to learn from senior team members.
• Strong communicator, able to explain technical issues clearly to both technical and non-technical audiences.
• Collaborative team player comfortable in agile environments (Scrum / Kanban).
• Highly organised, able to prioritise effectively in a fast-paced support environment.
• Positive, customer-first attitude with resilience under pressure.