IT Technician, Level 1 - IT Team

As a member of the Service Desk, the IT Technician Level 1 acts as the initial point of contact for IT support, providing quick support to end-users. This role is tasked with adhering to service level agreements (SLAs), troubleshooting issues, categorizing, triaging tickets, and escalating complex cases to senior level technicians when necessary. Additionally, an IT Technician Level 1 follows all processes set by management and ensures proper time management and documentation. Lastly, an IT Technician Level 1 is required to maintain their IT technical skills up to date and keep abreast of IT best practices and trends., * Triage all incoming tickets to the Service Desk and provide timely first-level support to end-users

• Verify ticket urgency and obtain additional information as needed
• Consult IT Technicians Level 2 for expertise and guidance when necessary
• Accurately track, route, and escalate complex tickets to IT Technicians Level 2, in accordance with documented procedures
• Inform the IT Supervisor of any urgent matters or major incidents
• Keep end-users informed and updated during the lifetime of their ticket
• Document ticket summaries, resolutions, and follow-up actions
• Participate in developing and updating user guides and knowledge base articles
• Follow all processes and procedures set by management
• Recommend procedural enhancements to improve service quality
• Help with IT projects as needed
• Participate in the Service Desk Support on-call rotation as required
• Complete training modules in all applicable company provided training platforms.

• Bachelor’s degree in computer science, Information Technology, or equivalent experience
• Minimum one year of experience in customer service or a help desk role
• Basic understanding of ITIL practices (or one year of experience working in ITIL-compliant environments, a nice-to-have).

Technical skills

• Troubleshooting experience on computer issues
• Able to assess situations quickly for prompt issue resolution
• Some experience in logging detailed ticket notes and resolutions
• Basic understanding of documentation procedures
• Knowledge in automation processes
• Familiar with FreshService or similar ITSM platforms
• A general understanding of Microsoft 365 and cloud-based services
• Basic knowledge of Microsoft Exchange
• Familiar with SharePoint and/or Intune
• Basic troubleshooting skills for Microsoft Office applications
• Experience supporting macOS would also be beneficial.

Soft skills

• Strong communication skills with the ability to explain technical concepts clearly to non-technical users
• Able to remain patient and understanding when addressing challenging tickets with end-users
• Good analytical and problem-solving skills
• Keen attention to detail
• Good time management skills
• Able to multitask and handle multiple situations simultaneously
• Willing to learn. We’re looking for someone who is eager to absorb new technologies and processes, as there’s always something new to learn
• Adaptable and able to adjust as priorities and technologies change
• Comfortable working on-site four days per week, with the flexibility to work five days when business needs require it.

Pulled from the full job description

• Sabbatical
• Company pension
• Private medical insurance, As well as the basic salary, great social events and a culture of continual learning, our competitive benefits package includes:
• 25 days’ holiday plus Bank Holidays (rising to a maximum of 30 days alongside length of service)
• Enhanced employer pension contribution
• Private Medical insurance (for you and your family)
• Income Protection insurance
• Life Assurance at 4x your salary
• Financial support and advice
• Travel insurance (for you and your family)
• An annual wellness benefit of £150
• Four-week sabbatical after every 5 years’ service.

Madano offers a range of first rate, dedicated training that enables employees to take control of their careers to become experts in their field and trusted advisors to clients.

• Some benefits are contingent on successful completion of probation period.