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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - First Line Support - **Company:** Border Office Supplies and Systems - **Location:** Hereford, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Cyber Security, Computer Networks, System Configuration, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Azure Active Directory, Cloud Services, Remote Infrastructure Management, Remote Service Software, Microsoft SharePoint, Software Deployment, SQL Databases, Wireless Networks, Computer Network Technologies, Office365, Virtual Environment, Microsoft InTune, Computer Equipment, Information Technology, Laptops - **Published:** June 14, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=dce2364de27891f5 ## About the Role Do you have experience in SQL?, We're seeking someone who: * Has an excellent telephone manner and strong customer service skills. * Enjoys solving technical problems and helping others. * Can prioritise tasks effectively in a fast-paced MSP environment. * Communicates clearly and professionally with customers. * Demonstrates a proactive attitude and willingness to learn. * Takes ownership of issues through to resolution or escalation., * Good understanding of Microsoft Windows 10 and Windows 11. * Experience supporting Microsoft 365 applications and services. * Basic understanding of networking concepts, including DNS and DHCP. * Good knowledge of computer hardware, software, and peripheral devices. * Familiarity with remote support tools and service desk environments. Personal Attributes * Excellent communication and customer service skills. * Strong organisational and time-management abilities. * Ability to prioritise workloads effectively. * A positive attitude with a willingness to learn and develop. * Ability to work independently and as part of a team. * High attention to detail and commitment to delivering excellent service. * Ability to remain calm and professional under pressure. Desirable Skills & Experience * Microsoft certifications (e.g., MS-900, AZ-900, MD-102, or equivalent). * Experience working within an MSP environment. * Knowledge of SharePoint administration and permissions. * Experience with Intune, Azure, or Microsoft Entra ID. * Understanding of Cyber Essentials and IT security best practices. * Experience supporting cloud-based services and virtual environments. ## Description As a 1st Line IT Support Engineer, you will be the first point of contact for our customers, providing professional technical support and ensuring a positive customer experience. You will troubleshoot and resolve IT issues, manage service desk tickets, and work closely with our senior engineers to deliver high-quality support., Key ResponsibilitiesService Desk & Customer Support * Answer incoming calls, gather technical information, and log support tickets accurately. * Provide first-line technical support for hardware, software, Microsoft 365, and general IT issues. * Support customers remotely, over the phone, and via remote management tools. * Diagnose, troubleshoot, and resolve technical issues within agreed service levels. * Manage and update support tickets, ensuring customers are kept informed throughout. * Escalate complex issues to 2nd or 3rd Line Engineers when required. Systems & Infrastructure Support * Install, configure, and maintain desktops, laptops, printers, and peripheral devices. * Perform software installations, updates, and system configurations. * Assist with Microsoft 365 administration and troubleshooting. * Support networking technologies including DNS, DHCP, wireless networking, and switches. * Assist with cloud services, SharePoint administration, and site permissions. * Support the deployment and maintenance of IT equipment for customers and internal staff. Documentation & Continuous Improvement * Create and maintain technical documentation and troubleshooting guides. * Assist in developing knowledge base articles and support procedures. * Provide basic user training and guidance on IT systems and software. * Contribute ideas and improvements to enhance service delivery and customer satisfaction., The successful candidate will be expected to maintain the highest standards of confidentiality and professionalism. This role requires strict adherence to company policies relating to: * Data Protection and GDPR. * Information Security and Cyber Security standards. * Customer confidentiality agreements. * Internal IT policies and procedures. * Compliance with legal and regulatory requirements. All employees are expected to actively contribute to maintaining a secure and compliant IT environment for both the business and our customers. Join us and help deliver exceptional IT support while building your career within a growing and ambitious technology business. ## Related Videos - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)