1st Line Support Technician

Job Overview: As a 1st Line Support Technician, you will be the first point of contact for customers needing assistance with IT, hardware, software, and network-related issues. This role emphasizes customer service, ensuring clients are updated and receive a helpful, professional service.

Key Responsibilities:

• Respond to customer support requests via phone, email, or ticketing system.
• Log, manage, and update support tickets accurately.
• Provide first-line troubleshooting for laptops, desktops, applications, servers, and network issues.
• Utilize remote access tools to investigate and resolve IT faults.
• Keep customers informed about progress and next steps.
• Escalate issues that cannot be resolved at first contact.
• Support service levels by responding to issues promptly and professionally.

Working Patterns: This role operates Monday to Friday, 08:30 - 17:30, with a one-hour lunch break. Flexibility to work from home is offered, typically two days per week post-training.

Skills and Experience Required:

• Experience in providing customer support for IT, hardware, or software issues.
• Familiarity with laptops, desktops, basic networking, and common IT applications.
• Confident troubleshooting skills for Windows PCs, Macs, printers, or connected devices.
• Knowledge of basic networking terms (e.g., IP addressing, DNS, routing).
• Experience with remote support tools or ticketing systems is advantageous.
• A practical approach to problem-solving and recognizing when to escalate issues.
• AI literacy and enthusiasm for technology are highly valued.