1st Line Support IT Technician

The 1st Line IT Technician is responsible for providing first-line technical support to customers through the Helpdesk. The role acts as the first point of contact for IT incidents and service requests, delivering excellent customer service while ensuring issues are resolved efficiently or escalated appropriately., The 1st Line IT Technician will operate within the SNS Helpdesk, providing remote support to customers throughout the year and assisting with the day-to-day operation of the service desk. At times throughout the year, it may be necessary for the 1st Line IT Technician to attend customer premises as part of a project team., * Responding to and logging support requests received via telephone, email, and the ticketing system.

• Providing remote first-line technical support to customers using telephone and remote-access tools.
• Diagnosing and resolving common hardware, software, Microsoft 365, printing, and connectivity issues.
• Managing support tickets in accordance with agreed service levels and company procedures.
• Escalating incidents and service requests to 2nd Line Technicians in accordance with helpdesk escalation procedures.
• Maintaining regular communication with customers regarding the status and progress of support requests.
• Creating, updating, and maintaining accurate ticket notes, technical documentation, and knowledge base articles.
• Assisting with user account administration, password resets, Microsoft 365 administration tasks, and endpoint support.
• Supporting the onboarding and offboarding of users in accordance with company procedures.
• Identifying recurring issues and providing feedback to help improve service quality and efficiency.
• Working collaboratively with colleagues across the service desk and technical teams.
• Maintaining a high standard of customer service and professionalism at all times

We are looking for a 1st Line IT Support Technician to join our successful team. The position is office based, in Canterbury and ideally candidates will have previous experience delivering excellent service in IT support. The successful candidate will be expected to work collaboratively with colleagues and support the development of apprentices and new starters where required., ·Good understanding of Windows operating systems and Microsoft 365 applications.

·Basic understanding of IT hardware, networking, and troubleshooting principles.

·Excellent communication and customer service skills.

·Strong organisational skills with the ability to prioritise workloads effectively.

·Ability to work independently and as part of a team.

·A proactive approach to problem solving and continuous improvement.

Desirable

·Previous experience working on an IT Helpdesk or Service Desk.

·Experience with Microsoft 365 administration.

·Knowledge of Active Directory, Entra ID (Azure AD), Intune, and endpoint management.

·Experience working within the education sector.

·Relevant IT qualifications or industry certifications such as CompTIA A+, Network+, or Microsoft certifications.