1st Line IT Support Technician

As a 1st Line IT Support Technician, you will be the face of IT for our users, providing responsive onsite and remote support across the business. You will act as the first point of contact for IT incidents, service requests, and technical queries, delivering excellent customer service while ensuring issues are resolved efficiently or escalated appropriately.

This is a hands-on role that combines end-user support, device management, account administration, IT asset management, onboarding activities, and participation in business technology projects. You will play a key role in maintaining a reliable, secure, and productive IT environment while continuously improving the user experience.

What you will be doing:

· Act as the first point of contact for IT support requests via the IT Service Management (ITSM) platform, telephone, email, and in person.

· Provide first-line troubleshooting, diagnosis, and resolution of incidents and service requests, meeting agreed service levels.

· Deliver onsite desk-side support for hardware, software, printers, mobile devices, and meeting room technologies.

· Escalate complex issues to 2nd Line Support, specialist teams, or third-party suppliers where required, ensuring full ownership through to resolution.

· Create, manage, and maintain user accounts, permissions, and access rights within Active Directory, Microsoft Entra ID, Microsoft 365, and other business applications.

· Support Joiner, Mover, and Leaver (JML) processes, including account provisioning, equipment deployment, and access management.

· Assist with the deployment, configuration, maintenance, and replacement of laptops, desktops, mobile devices, peripherals, and associated equipment.

· Maintain accurate IT asset records, including hardware, software licensing, and peripheral inventory.

· Support Microsoft 365 services, Exchange Online, Windows operating systems, document management systems, ERP applications, and other core business platforms.

· Monitor system alerts, backup processes, and scheduled maintenance activities, escalating issues where necessary.

· Participate in IT projects, rollouts, system upgrades, office moves, and technology improvement initiatives.

· Deliver user onboarding sessions, basic IT training, and workshops to improve digital adoption and user awareness.

· Create and maintain knowledge base articles, user guides, and support documentation to drive self-service and knowledge sharing.

· Support meeting room and collaboration technologies, ensuring systems are operational and users receive timely assistance.

· Ensure IT equipment is configured, maintained, and disposed of in accordance with company policies and security standards.

· Maintain high-quality ticket updates, documentation, and asset records.

· Follow ITIL-based service management processes and adhere to all company policies, procedures, and security requirements.

Technical Skills & Experience

· Previous experience in a 1st Line IT Support, IT Service Desk, Helpdesk, Desktop Support, or IT Support Technician role.

· Understanding of Microsoft Windows 11 and Microsoft 365 applications.

· Experience supporting Active Directory, Microsoft Entra ID, Exchange Online, and user account administration as well as the use of PowerShell to complete these tasks.

· Familiarity with ITSM platforms and ticket management processes.

· Understanding of basic networking concepts including DNS, DHCP, TCP/IP, Wi-Fi, and VPN connectivity.

· Experience supporting PCs, laptops, printers, mobile devices, and peripheral hardware.

· Knowledge of endpoint management and device deployment tools would be advantageous.

· Experience supporting MacOS devices is desirable but not essential.

· Awareness of IT security best practices, access management, and data protection principles.

Skills & Competencies

Customer Service Focus

· Passion for delivering excellent customer support with a positive, professional, and approachable attitude.

Problem Solving

· Strong troubleshooting skills with the ability to diagnose and resolve common technical issues efficiently.

· Ability to identify root causes and contribute to continuous service improvement.

Communication

· Excellent verbal and written communication skills.

· Ability to explain technical information clearly to non-technical users.

Organisation & Prioritisation

· Ability to manage multiple tasks, prioritise workload effectively, and meet deadlines in a fast-paced environment.

Teamwork

· Collaborative approach with a willingness to support colleagues and contribute to team success.

Attention to Detail

· Accurate record keeping, documentation, asset management, and ticket updates.

Adaptability

· Eagerness to learn new technologies, systems, and processes while adapting to changing business requirements., · Any relevant IT qualification, apprenticeship, or equivalent practical experience preferred.

· Any Microsoft Fundamentals certifications (MS-900, AZ-900, SC-900) desirable but not essential.

· A Full clean UK driving licence preferred but not essential., * IT support: 1 year (required)

• Troubleshooting: 1 year (required)
• Helpdesk, Desktop Support, or IT Support Technician role.: 1 year (required)

Licence/Certification:

• UK driving Lisence (required)

Pulled from the full job description

• Free parking
• Company pension
• On-site parking, · Work: We offer a competitive package and the opportunity to work with a team that values collaboration and a modern attitude to work., · Competitive salary and benefits package.

· Ongoing training, certification support, and career development opportunities.

· Exposure to a wide range of modern Microsoft technologies and business systems.

· Opportunities to participate in IT projects and develop technical skills.

· A supportive, collaborative, and professional working environment.

· The opportunity to work for a well-established, globally recognised organisation with a strong reputation and ambitious growth plans.

Ready to join us?

If you are ready to take your IT support skills to the next level and be part of an exciting team at Makita UK, apply today by sending your CV and a cover letter outlining your relevant experience and why you're the perfect fit for this position.

Makita UK is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits:

• Company pension
• Free parking
• On-site parking

Makita is a global leader in the power tools and outdoor equipment industry, known for delivering high-quality products that meet the needs of professionals and end users alike. At Makita (UK) we pride ourselves on customer service. We are a community orientated business that has been based in the Milton Keynes area for over 50 years. If you are a proactive team player with excellent communication skills, a calm manner, a focus on customer service, and a passion for modern technology we want to hear from you! Why Join Makita (UK)? · Team: Our culture is inclusive innovation, and a commitment to excellence - Everything we do is driven by our commitment to our customers and our products. · Development: We believe in developing our people. With Makita, you will have access to ongoing training, growth opportunities, and the support to help you reach your full potential. · Trust: A respected global leader in high-performance power tools and outdoor equipment.