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# First Line Technical Support

- **Company:** Phoenix Medical Supplies
- **Location:** Preston Brook, UK
- **Salary:** £28,461.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Systems, Configuration Management Databases, Microsoft Exchange Server, Monitoring of Systems, Identity and Access Management, Windows Servers, TCP/IP, Peripherals
- **Published:** June 11, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=3840950e0252e408

## About the Role

Do you have experience in Windows?, * Experience of working on an IT field role along with exposure of ITIL processes is desirable.

 * Experience of working in a customer facing environment on telephone and face to face.
 * Experience within IT service delivery.
 * Exceptional Customer Service
 * Excellent interpersonal, communication and customer service skills.
 * Excellent troubleshooting and problem solving skills.
 * Practical experience of some or all of (Mandatory):
 + Microsoft Windows Server and desktop operating systems.
 + Active Directory administration.
 + MS Exchange administration.
 + Microsoft RDS administration.
 + Hardware, peripherals, mobile devices.
 + TCP/IP, LAN and WAN troubleshooting.
 * Practical skills these specialist applications (Desirable):
 + CSD

## Description

* In accordance with the defined ITIL processes provide incident management, request fulfilment, and access management services as a first point of contact. Ensure tickets are actioned in accordance with agreed SLA targets, using escalation processes where necessary.
 * Develop solutions and workarounds for incidents and problems where none exists.
 * Work cross-functionally within the IT Department to ensure the successful transition of new services into production. This may include installing, configuring and updating devices and applications. Ensure the CMDB is updated in a timely manner to reflect details of such changes.
 * Contribute to the process of Continuous Service Improvement by making suggestions of improvements to polices, processes and procedures.
 * Assist in meeting team and service performance KPIs in agreement set within the IT Service Operation Function.
 * Ensure that relevant IT and Data Security standards & policies are met at all times.
 * Monitoring of key group business systems for performance and availability through event and system monitoring resulting in reactive and proactive management of infrastructure and applications.
 * Support the Platform Specialists to perform client and server patching as and when required.
 * Create and maintain knowledgebase articles and documentation.


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