1st Line IT Support Technician
Role details
Job location
Tech stack
Job description
Acting as the first point of contact for IT support queries will be your main responsibility in this role. These queries will be from both internal users and clients, requesting you to resolve technical issues and ensure minimal disruption to business operations. A key part of the role will be supporting users on our cloud-based environments (particularly Microsoft 365 and Dynamics 365), ensuring users can access, navigate, and use these systems effectively., * Provide first-line technical support to internal users and clients across desktop, cloud, and CRM environments.
- Diagnose and resolve a range of technical issues, including hardware, software, network connectivity, and application performance.
- Log and manage all incidents and service requests in the IT service management (ITSM) system, ensuring accurate records and timely resolution.
- Support end users with Dynamics 365 applications, assisting with login/access issues, navigation queries, data input errors, and system configuration questions.
- Escalate issues requiring specialist intervention to the appropriate team member, ensuring clear communication and documentation of troubleshooting steps.
- Collaborate with developers to help test or validate small system updates, user configuration changes, and permission adjustments within Dynamics 365.
- Support onboarding and offboarding activities, including device setup, user account creation, and access provisioning for Microsoft 365 and Dynamics 365 systems.
- Perform system checks and routine maintenance tasks such as software updates, patching, and monitoring for performance issues.
- Maintain accurate asset and user records for hardware, licenses, and Microsoft 365/Dynamics 365 environments.
- Ensure compliance with Digital Cloud UK's information security and data protection standards, including GDPR.
- Contribute to service documentation, user guides, and knowledge base articles to improve first-time resolution rates and user experience.
Requirements
Do you have experience in Windows Remote Desktop?, As we continue to expand our services, we are seeking a motivated and customer-focused 1st Line IT Support Technician to join our team. This is an excellent opportunity to work in a fast paced environment where you'll provide essential first-line technical support across Microsoft technologies, including our Dynamics 365 systems that underpin many of our clients' operations., This is an ideal role for someone with strong technical aptitude, a passion for customer service, and an interest in growing their expertise within Microsoft cloud solutions. The role is open to graduates who have IT & software development experience., * Experience providing IT support within a business or technical environment.
- Strong working knowledge of desktop operating systems (Windows).
- Familiarity with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
- Experience supporting or administrating Dynamics 365 (Sales, Customer Service, or Business Central) - whether through user support, data handling, or permissions management.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Strong communication skills - able to explain technical issues clearly and patiently to non-technical users.
- Excellent troubleshooting skills and attention to detail.
- Ability to prioritise multiple tasks effectively in a fast-paced environment.
- A proactive, customer-focused attitude with a commitment to continuous improvement.
Desirable Skills
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator / Fundamentals (Azure or Dynamics 365).
- Practical knowledge of Dynamics 365 administration - such as managing users, roles, and permissions.
- Experience with Power Platform components (Power Apps, Power Automate, Power BI).
- Understanding of cloud security practices and identity management (Azure AD / Entra ID).
- Experience using remote desktop support tools (TeamViewer, Microsoft Remote Desktop, or equivalent).
- Familiarity with ticketing systems and service desk processes.
