1st Line IT Support Technician

As a 1st Line IT Support Technician, you'll be the first point of contact for users needing help with their IT systems, Microsoft 365, devices, and VoIP services. You'll diagnose and resolve common issues, escalate more complex problems, and ensure every client receives a smooth, positive support experience., * Act as the first point of contact for all incoming support requests (phone, email, RMM alerts)

• Troubleshoot and resolve 1st line issues including:

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)

• Windows 10/11

• User access, password resets, MFA

• Printers, peripherals, and basic hardware faults

• Basic networking (DNS, DHCP, Wi-Fi issues)

• VoIP systems (call quality issues, handset setup, softphone configuration, user changes)

• Log, manage, and prioritise tickets through our service desk system

• Escalate issues to 2nd Line/3rd Line when required

• Assist with onboarding new users and devices

• Install and configure software, updates, and security tools

• Provide clear, friendly communication to end-users

• Follow internal processes and contribute to documentation

Do you have a valid Driving License license?, Do you have experience in Windows?, We are a fast growing Managed Service Provider delivering proactive, friendly, and reliable IT support to businesses across the UK. Our focus is simple: make technology effortless for our clients. We're now looking for a confident and customer focused 1st Line Technician to join our team and be the first point of contact for users who need help., * Previous experience in an IT support or service desk role (preferred but not essential)

• Strong understanding of Windows OS, Microsoft 365, and general troubleshooting

• Basic understanding of VoIP systems (SIP, softphones, call routing, handset setup)

• Excellent communication skills and a calm, customer-focused approach

• Ability to manage time, prioritise tasks, and work independently

• A genuine interest in technology and continuous learning

• Full UK driving licence (if onsite visits may be required)

Nice to Have

• Experience with RMM tools

• Familiarity with VoIP platforms such as 3CX, Teams Phone, or hosted PBX systems

• Knowledge of Azure AD / Entra ID

• Basic networking knowledge (VLANs, routers, switches)

• IT certifications (CompTIA A+, Microsoft Fundamentals, etc.)