1st Line Support Technician

This is a fantastic opportunity for someone with previous 1st Line / IT Helpdesk experience who enjoys being the first point of contact, delivering excellent customer service, and building strong technical foundations within a professional, supportive environment.

The 1 st Line Support Technician Role:

• Acting as the first point of contact for clients / users via phone and ticketing system
• Logging, troubleshooting and resolving first-line issues in line with SLAs
• Providing clear, friendly communication to non-technical users
• Preparing and configuring new devices
• Escalating to 2nd Line when required and working closely with senior engineers

• Proven experience in a 1st Line / IT Helpdesk role
• Strong customer service and communication skills
• Good knowledge of Windows desktop environments and basic Microsoft 365
• A calm, organised and professional approach
• Desire to learn and progress towards 2nd Line support
• Experience of working in an MSP / IT Support Services company is a bonus!
• IT certifications are a welcome bonus, but further training is provided