Tier 1 IT Support Specialist

You’ll act as a first point of contact for IT issues, managing incoming requests and either resolving them directly or escalating them to the appropriate specialist team.

Responsibilities will include:

• Providing first-line technical support via ticketing systems, phone, chat and face-to-face
• Monitoring and managing a busy IT support queue
• Troubleshooting Windows devices, with some exposure to macOS
• Supporting Microsoft 365, Outlook, Zoom and other business applications
• Logging, categorising and prioritising support tickets
• Resolving common Tier 1 technical issues remotely
• Escalating more complex issues to Tier 2, Tier 3 or specialist teams
• Identifying urgent or business-critical issues and ensuring they’re prioritised appropriately
• Maintaining accurate ticket notes and providing clear handovers to other support teams
• Supporting users across different countries and time zones

This is a great opportunity for someone with around 1-2 years’ IT support, Service Desk or Helpdesk experience who enjoys troubleshooting technical issues while delivering excellent customer service., * Around 1-2 years’ experience within IT Support, Service Desk, Helpdesk or a similar technical support position

• Good knowledge of Windows, including basic installation, configuration and troubleshooting
• Experience supporting Microsoft 365 and Outlook
• Familiarity with Jira or another IT ticketing system
• macOS support experience would be advantageous
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Comfortable managing multiple tickets and competing priorities
• Able to communicate technical information clearly to non-technical users
• Happy working full-time from either the London or Milton Keynes office