1st/2nd line IT Support Technician

Role: 1st/2nd Line Support Technician
Salary: £25,000 - £30,000 per year

About the Role

We are looking for a proactive and customer-focused 1st/2nd Line Support Technician to join an IT support team. As the first point of contact for technical issues, you'll provide efficient troubleshooting and excellent customer service to ensure smooth IT operations. Your knowledge of hardware, software, and networking will play a key role in keeping systems running seamlessly.

Benefits

• Company events
• Company pension
• On-site parking
• Clear career progression in networking & infrastructure

Key Responsibilities

• Provide technical support via phone, email, and in person.
• Diagnose and resolve issues related to Windows operating systems and software applications.
• Assist users with hardware problems, including desktops, laptops, and peripherals.
• Manage and track incidents using a ticketing system.
• Maintain accurate records of user interactions and solutions.
• Collaborate with other IT teams to escalate complex issues.
• Ensure support requests are handled efficiently while delivering outstanding customer service.
• Communicate technical solutions clearly to users.

What We're Looking For

• Experience in a technical support role or similar position.
• Strong understanding of computer hardware and Windows operating systems.
• Familiarity with ticketing systems.
• Basic knowledge of Local Area Networks (LAN) and networking concepts.
• Excellent communication and problem-solving skills.
• Ability to work well under pressure and prioritize tasks effectively.
• A proactive approach to learning and process improvement.
• Relevant IT certifications (desirable but not essential).

If you're passionate about technology and enjoy solving IT challenges, we'd love to hear from you!