Line Support Agent

Step into a fast-paced, forward-thinking company where your development genuinely matters. Based in modern Birmingham offices, you'll join an energetic and supportive IT Service Desk team that's big on training and internal progression. As a 1st Line Support Agent / IT Support Technician, you'll act as the first point of contact for all corporate and retail IT issues working within a busy Help Desk / Service Desk environment. This role is ideal for someone looking to grow a long-term career in IT Support, Technical Support, or Desktop Support, with clear progression into 2nd Line Support.

What You'll Do

• Provide quick, reliable 1st Line IT Support across corporate and retail systems
• Log and manage incidents using a ticketing system in line with SLA targets
• Support retail POS systems, in-store equipment, payroll applications and business-critical software
• Deliver excellent customer service with a confident and professional phone manner
• Escalate complex issues to 2nd Line Support / Desktop Support Engineers when required
• Work efficiently in a high-volume IT Help Desk environment

• Previous experience in 1st Line Support, IT Help Desk, Service Desk or Technical Support (helpful but not essential)
• Strong problem-solving and troubleshooting skills
• Excellent communication and call-handling ability
• Comfortable supporting Windows OS, Microsoft Office 365 and basic networking issues
• Ability to manage workload in a fast-paced, target-driven environment
• Full flexibility for shift work between 7:00 AM and 1:00 AM, 365 days a year

• Competitive pay: £16.02 per hour
• Ongoing training in IT systems and service desk tools
• Fun, social and supportive team culture
• A company that promotes internal progression and IT career development.