IT Support Technician - 1st Line

You will act as the first point of contact for customers, providing responsive and professional support across phone, email, and our ticketing system. The role focuses on resolving IT issues at first contact, ensuring clear communication and escalating complex problems with thorough troubleshooting notes. You will also support user onboarding, device setup and contribute to high service standards across the helpdesk.

The role is full-time with on-call in evenings and weekends via a rota.

Key Responsibilities

· Act as the initial point of contact for customers via phone, email, and ticketing system to provide 1st line technical support, logging, managing, updating, and resolving tickets in line with SLAs and KPIs.

· Troubleshoot common issues relating to Windows 10/11, Windows servers with active directory, desktop and laptop hardware, hosted telephony, printers, Microsoft 365, and standard business applications.

· Support basic networking and connectivity issues including Wi-Fi, DNS, and DHCP.

· Maintain accurate ticket notes and customer updates including escalating unresolved or complex issues to 2nd line or specialist teams with clear documentation of steps taken.

· Complete training for existing and newly introduced IT and Cybersecurity services as required.

· Assist with onboarding of new users, including laptop builds, account creation and peripheral setup.

· Assist the Field and 2nd line technicians to attend customer sites to carry out investigations and complete project installations where required.

Do you have a valid Driving Licence license?, Do you have experience in Windows?, ·· Enjoys working in a customer support role both remotely and on-site.

· Communicates clearly and professionally with customers and colleagues.

· Is organised, reliable, and able to work effectively.

· Enjoys problem solving, with the ability to diagnose and resolve issues logically and efficiently.

· Is keen to learn and develop IT, Cybersecurity and technical skills across a range of technologies.

· Holds a full UK driving licence.

• • Be part of a supportive and growing Managed Service Provider with a strong focus on modern IT and Cybersecurity

• Ongoing training and certification support.

• Opportunities to progress into different specialisms.

• Varied work across different technologies, sites, and industries.

If you're passionate about IT and technology, thrive in a busy support environment, and want to build your career in modern IT we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: From £24,570.00 per year

Integrity by Eco provide fully managed IT support and cloud services to businesses across the UK. We're looking for a customer focused 1st Line IT Support Technician to join our service desk team. This role is ideal for someone at the start of their IT support career who enjoys helping people, solving problems, and developing their technical skills within a busy Managed Service Provider environment.