1st line support job description.
Hiring 1st line support or starting your career in IT? This 1st line support job description explains the daily tasks involved in user support, troubleshooting, and logging issues. It outlines core soft and technical skills, where the role typically leads to, and what you can expect in terms of salary.
What does 1st line support do?
1st line support acts as the first point of contact for users experiencing technical issues. They handle basic troubleshooting for hardware, software, login problems, and connectivity issues.
Tasks include logging support tickets, resetting passwords, installing updates, and escalating more complex issues to 2nd or 3rd line teams. Strong communication skills and a customer-focused mindset are essential.
In smaller organisations, 1st line support may cover broader IT support. In larger businesses, they are part of a tiered support structure focused on fast ticket resolution and service desk performance.
Key responsibilities of 1st line support.
1st line support acts as the first point of contact for IT issues within an organisation. Their responsibilities typically include:
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Logging and resolving routine IT support tickets
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Providing support for software, hardware, and login issues
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Resetting passwords, unlocking accounts, and setting up user access
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Assisting with printer, device, or basic network troubleshooting
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Recording issue details and escalating where necessary
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Maintaining documentation of resolutions and known issues
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Supporting onboarding and basic user training
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Updating helpdesk systems and communicating with users clearly
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Assisting with inventory and device assignment
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Flagging repeat issues for further investigation
This role blends customer service with hands-on IT support and triage.
Skills and requirements for 1st line support.
1st line support roles provide first-response technical support. Employers typically look for:
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1–2 years of experience in IT support or customer service
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Good knowledge of Windows, macOS, and common applications
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Ability to troubleshoot hardware, software, and connectivity issues
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Skilled in managing helpdesk tickets and basic user support
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Strong communication and active listening skills
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Familiarity with password resets, installations, and email configuration
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Confidence escalating issues to 2nd or 3rd line when required
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Ability to follow documentation and standard processes
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Strong organisational skills and task prioritisation
Most 1st line support roles suit early-career professionals or recent graduates starting in IT.
Average salary for 1st line support.
In the UK, the average salary for a 1st line support technician typically ranges from £22,000 to £30,000, depending on helpdesk scope, issue resolution skills, and speed of progression.
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Entry to mid-level technicians earn between £22,000 and £26,000
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Experienced 1st line support staff may earn between £27,000 and £30,000, particularly with strong SLAs and ticket volume management
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Quick progression to 2nd line is common with certifications like CompTIA or Microsoft Fundamentals
Roles in London and fast-paced MSPs tend to offer higher starting salaries.
Career progression for a 1st line support technician.
A 1st line support technician is the first point of contact for IT issues, typically handling user queries and technical problems. This foundational role provides a clear pathway into specialist or managerial IT support positions. A typical progression path includes:
1st line support
Handles basic user issues, password resets, and software queries. Escalates complex problems.
2nd line support
Takes on more advanced troubleshooting, hardware fixes, and desktop support.
IT support engineer / 3rd line support
Handles server, network, or infrastructure-related support. Often acts as final escalation point.
IT support team lead / Helpdesk manager
Leads a team of support staff, manages SLA performance, and handles scheduling.
IT support manager / Head of IT
Oversees support strategy, tools, reporting, and team development across the organisation.
salary guide
Our UK IT salary guide.
1st line support professionals handle first response and day-to-day tech issues. Salary should reflect speed of response, technical range, and customer service ability.
Our UK IT salary guide includes updated support benchmarks, 2024 comparisons, hiring insights, and projections through to 2026.
FAQS
1st line support FAQs.
1st line support roles are usually the first contact for internal IT issues, handling login errors, basic device problems, email access, printer connectivity, and password resets. It’s a front-facing position that focuses on triage and user satisfaction over deep technical fixes.
SMEs, public sector bodies, managed service providers (MSPs), and large corporates all employ 1st Line Support to maintain internal efficiency. Any business with over 50 staff will often need dedicated support to reduce downtime.
Yes. It’s often an entry point into IT for candidates with a foundation in computing or customer service. Many roles provide training and certification support — making it ideal for those new to the field.
Patience, communication, and active listening are crucial. End users vary widely in technical skill, so support staff must explain solutions clearly and escalate efficiently when needed.
Most move into 2nd line support or specialist roles in areas like desktop support, networking, or cloud systems. Certifications such as CompTIA A+ or Microsoft’s MTA help accelerate this progression.
