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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st Line IT Support Technician - **Company:** CCSW LTD - **Location:** Cardiff, UK (Remote available) - **Experience:** Expert - **Salary:** £26,000.0 - £28,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Application Firewall, Backup Devices, BitLocker Drive Encryption, VoIP, Microsoft Outlook, Cyber Security, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Hyper-V, Internet Services, Network Troubleshooting, Microsoft Servers, Remote Access Technology, Azure Active Directory, Microsoft SharePoint, TCP/IP, Virtualization Technology, Wi-Fi Technology, Data Logging, Office365, Software Troubleshooting, Computer Equipment, Laptops, Routing & Switching, Hardware Infrastructure, User Administration, Vmware - **Published:** August 5, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=832ad8eecc334c25 ## About the Role · To hold a full clean and valid UK driving licence and have access to your own or another vehicle · Ability to travel to customer sites across South Wales and the UK when required · Must live within a commutable distance of Cardiff, as this role requires regular attendance at our Cardiff Bay office and travel to local client sites This role is not suitable for fully remote applicants Knowledge & Experience * Previous experience in an IT support, helpdesk, service desk, or technical support role * Experience troubleshooting Windows 11 desktop operating systems * Experience supporting Microsoft 365 applications including Outlook, Word, Excel and Teams * Basic understanding of Active Directory user management * Basic understanding of networking concepts including TCP/IP, DNS, DHCP and Wi-Fi * Experience using ticketing or call logging systems * Strong troubleshooting and problem-solving skills * Excellent customer service and communication skills * Cyber security awareness and understanding of security best practices * Experience supporting printers, desktop hardware, laptops and mobile devices * Ability to manage workload effectively and work to agreed SLAs * Willingness to learn new technologies and develop technical skills Exposure to any of the following would be beneficial but is not essential: * Microsoft Server administration * Backup solutions * Microsoft 365 administration * VoIP telephone systems * Monitoring and RMM software * ISP fault logging and coordination with third parties ## Description We are looking for a 1st Line IT Support Technician to join our support team. Within this role, you will be responsible for providing technical support on-site and remotely to our clients working independently or as part of the support team., · To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site · Work to SLA thresholds for incident(s), request(s) and problem(s) · To work effectively and productively with senior 2nd line and 3rd line IT support · To document all calls on the call logging system · To maintain user security on all systems · Support and maintain cyber security measures across client environments · Supporting users in the use of Computer equipment by providing necessary training and advice · To arrange for external support visits whenever problems cannot be resolved in-house · Liaise with 3rd parties and suppliers, including telephone and Internet service providers · Always maintain confidentiality · Comply with current legislation and always respect the confidentiality of information in line with the requirements of the Data Protection Act · Comply with any Quality and Environmental standards of the Company · Adhere to all Company policies, procedures and business ethics codes Essential skills and qualifications, The successful candidate will have the opportunity to develop skills and experience in the following areas with support from senior technicians: * Microsoft Entra ID (Azure AD) * Conditional Access, MFA and BitLocker recovery * SharePoint administration * Virtualisation technologies including VMware and Hyper-V * Firewall administration and network troubleshooting * VPN technologies * Switching and routing * SAN and NAS storage platforms * Dell server hardware and iDRAC management * Business Continuity and Disaster Recovery planning * Sophos security solutions * Acronis backup solutions * Advanced Microsoft 365 administration * Cyber security technologies and best practices * Vendor and supplier management * Quoting and procurement processes * Industry certifications including Microsoft and cyber security qualifications Opportunities In this role You will have the opportunity to develop your skills and knowledge to build on the desirable skills. There is also opportunity to progress within the organisation by developing your personal and technical skills with our support team. We have senior technicians will support and be able to guide you in this role. Hours and environment Your normal working week will be 35 hours per week Monday to Friday. You can be asked to work additional hours paid at the agreed rate of contract. You will be able to work from home and in a shared office space at our Cardiff Bay office. Monday to Friday (core business hours 8am to 5:30pm (7 hr shift)) Holiday entitlement You will receive 30 days annual leave including bank holidays. Offices normally close over the Christmas period offering home working to respond to emergencies. 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