1st Line IT Support Technician

We are seeking an IT Support Technician to handle the day-to-day running of our helpdesk and provide first-line support across client environments. This role is ideal for a capable individual with a solid grounding in Windows and Microsoft 365, who enjoys getting to the bottom of a problem and is committed to looking after clients properly.

You will be the first voice our clients hear when something stops working. Most of your day is spent on the service desk - taking calls and tickets, diagnosing what you can, fixing what you can, and escalating cleanly when a problem needs more depth.

We are looking for someone who has already done a couple of years on a service desk and wants a broader environment to grow into. You should be past the stage of needing a script for common faults - comfortable owning a queue, judging when to dig in and when to escalate, and holding a client’s confidence while you work. In return you get exposure to a genuine variety of client estates rather than one company’s setup, and a clear route into 2nd line work.

What you will be doing

• Acting as first point of contact for client support requests by phone, email and remote session
• Logging every incident accurately in our ticketing system, with enough detail that the next person can pick it up
• Diagnosing and resolving common issues across Windows 10 and 11 - profiles, printing, Office applications, connectivity
• Handling Microsoft 365 user administration: account setup and offboarding, password resets, MFA registration, licence assignment, shared mailbox and distribution list changes
• Setting up and configuring new laptops and desktops, and preparing them for client deployment
• Running through first-line network checks - connectivity, Wi-Fi, cabling, whether it is the user, the device or the line
• Escalating to 2nd and 3rd line with a clear summary of what you have already tried
• Keeping the client asset inventory accurate, and contributing to our knowledge base, These are the areas that take you from 1st line to 2nd, and we will train you on all of them:
• Microsoft 365 tenant administration beyond the user level - Exchange Online, SharePoint, Teams configuration
• Microsoft Entra ID: conditional access policies, MFA rollout, single sign-on
• Endpoint management and deployment through Intune and Autopilot
• Windows Server fundamentals - Active Directory, Group Policy, file and print services
• Backup and continuity platforms, including how to test a restore properly
• Working effectively inside an MSP: PSA and RMM tooling, SLAs, and managing multiple client estates at once

• Two to three years in an IT support or service desk role - this is a preference rather than a hard cut-off, and we will consider a strong candidate with less if the fundamentals are there
• Confident troubleshooting Windows 10 and 11 in a business environment, not just at home
• Hands-on Microsoft 365 experience from a support seat - user administration, password and MFA resets, licensing, mailbox permissions
• Working understanding of networking fundamentals: IP addressing, DNS, DHCP, Wi-Fi, and how to tell a device problem from a line problem
• Comfortable with hardware diagnostics, builds and repairs across laptops, desktops and peripherals
• Clear, patient communication - you can explain a fix to someone non-technical without making them feel foolish
• Strong attention to detail, particularly in how you write up a ticket
• The organisation to juggle several open issues and keep track of what is waiting on whom
• Able to work independently and as part of a team
• A full UK driving licence
• Right to work in the UK, * Microsoft or CompTIA certifications - MS-900, AZ-900, MD-102, CompTIA A+ or Network+
• Previous experience in an MSP or multi-client environment
• Any exposure to Intune, Entra ID or Windows Server administration
• Early PowerShell - even just using scripts others have written
• A home lab, or anything you have built, broken and fixed in your own time. Tell us about it

Pulled from the full job description

• Sick pay
• Bereavement leave
• Free parking
• Company pension
• On-site parking, The variety here is real, and we are a small, experienced team - which means you get to work the problem yourself instead of handing it straight up a chain. That is how people build genuine capability rather than just ticket-closing speed.

The package

• Salary of £26,000 - £29,000 depending on experience
• 22 days holiday plus bank holidays
• Company pension scheme
• Free on-site parking

Plan-IT Consulting Ltd is a Managed Service Provider supporting small and medium-sized businesses across East Anglia and further afield. Our work spans everything from day-to-day user support through to full infrastructure and cloud projects.