1st Line Support Technician

We are seeking a proactive and customer-focused person to fill a 1st Line Support role in our growing IT team on permanent basis. The team is close-knit and has a relaxed and friendly work environment. The ideal candidate will have at least a years' experience in providing 1st Line Support including experience with M365. You will work closely with other team members and should be comfortable dealing with a variety of stakeholders. The team is primarily based in the Bristol office but now recognise the need to have a more regular presence in the London office. Willingness to travel to the Bristol office from time to time is also required. The role offers exciting growth opportunities and would operate 1 to 2 days WFH per week with 3 to 4 days per week in their London office.

You will be responsible for

• Working closely with the IT Technical Lead, and IT team to provide internal support to end users by responding to incoming support requests via the help-desk system, telephone, remote support software and email.
• Ensuring that each job is logged onto the ticketing system, recording details of all troubleshooting steps and correspondence with the end user.
• Assisting end users with software installation, configuration, and troubleshooting in a friendly, professional, and approachable way
• Escalating tickets when required.
• Proactively monitoring and maintaining all IT systems.
• Being prepared to seek assistance from your team when required and help when requested.
• Domain, website, and hosting management across the group
• Any other duties commensurate with the skills and abilities of the job holder as required to fulfil the job role, or as reasonably requested by a manager to meet the needs of the business.

Do you have experience in macOS?, * Microsoft Office: A good understanding of Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.

• Operating Systems: Basic troubleshooting for Windows (and sometimes macOS/Linux).
• Microsoft 365: User account management, email setup, password resets.
• Active Directory: Adding/removing users, resetting passwords, group memberships.
• Networking Basics: Understanding IP addressing, DNS, DHCP, and basic connectivity checks.
• Hardware Support: Diagnosing issues with PCs, laptops, printers, and peripherals.
• Remote Support Tools: Familiarity with tools like Atera, RDP, or similar.
• Ticketing Systems: Experience with platforms like ServiceNow, Jira, or Zendesk.
• Basic Security Awareness: Antivirus checks, MFA setup, and phishing awareness.

Soft Skills

• Communication: Clear and patient when dealing with non-technical users, excellent spoken and written English.
• Problem-Solving: Ability to follow troubleshooting steps logically.
• Customer Service: Professional and empathetic approach to user issues.
• Time Management: Handling multiple tickets and prioritising effectively.
• Documentation: Recording steps and resolutions accurately in the ticketing system.

Desirable Extras

• ITIL Foundation knowledge (or certification).
• Basic scripting (PowerShell or batch) for repetitive tasks.
• Familiarity with cloud services (Azure AD basics).