1st Line IT Support Technician – Home-Based
1st Line IT Support Technician – Home-Based
Home-based with travel to client sites across Kent Circa £26k
Candidates must be currently located in Kent
Are you looking for an IT support role that gives you the flexibility to work from home?
Would you enjoy supporting a varied customer base rather than dealing with the same systems and users every day?
Are you keen to build your technical knowledge within an established IT services business where you can gain experience across Microsoft 365, networking, hardware and cloud technology?
We are recruiting for a 1st Line IT Support Technician to join a long-established Kent-based IT services company.
The entire team currently works remotely, so this is a genuine home-based position. The company has an established client base across Kent, and you will occasionally travel to customer sites when an issue cannot be resolved remotely. This is likely to be around once or twice a week, although it will vary depending on customer requirements.
The business was previously based in Maidstone and may consider opening another office in the Maidstone area in the future. There are no current plans or confirmed timescales for this, but applicants should live within a reasonable travelling distance of Maidstone and the wider Kent area.
The role
You will be one of the first people customers speak to when they need technical help.
You will take ownership of incoming support requests, ask the right questions, troubleshoot issues remotely and resolve as much as possible at first contact. Where an issue requires more advanced technical input, you will gather the relevant information and escalate it to the appropriate engineer.
This is a varied role covering much more than simply resetting passwords. You will support different customer environments and develop your experience across Microsoft 365, Windows devices, networking, mobile technology and everyday business IT.
Your responsibilities will include:
- Providing first-line technical support by telephone, email and remote support tools
- Logging, prioritising and managing support tickets
- Troubleshooting Windows desktop and laptop issues
- Supporting Microsoft 365 and Exchange Online environments
- Creating and removing user accounts
- Managing licences and resetting passwords
- Assisting with Microsoft Teams, OneDrive and SharePoint permissions
- Supporting software installations, configurations and updates
- Diagnosing hardware, printer and peripheral issues
- Carrying out basic troubleshooting across LAN, Wi-Fi and VPN connections
- Supporting mobile phones, tablets and VoIP systems
- Escalating more complex technical issues to senior engineers
- Keeping customers informed throughout the support process
- Maintaining clear and accurate records of issues and resolutions
- Visiting customer sites across Kent when remote support is not possible
What we are looking for
You will ideally have some previous experience within an IT helpdesk, service desk, technical support or similar customer-facing IT role.
You do not need to know everything. However, you should have a good foundation across several of the following areas:
- Windows operating systems
- Microsoft 365 administration
- Exchange Online
- Microsoft Teams, OneDrive and SharePoint
- Desktop and laptop hardware
- Ticketing systems
- TCP/IP networking
- DHCP and DNS
- VPN troubleshooting
- LAN and Wi-Fi connectivity
- Mobile devices and tablets
- VoIP support
Experience supporting macOS would be useful but is not essential.
Just as importantly, you will be someone who enjoys helping people. You should be able to communicate clearly, remain calm when a customer is frustrated and explain technical information without making it unnecessarily complicated.
As you will be working from home, you will need to be organised, self-motivated and comfortable managing several support requests at once. You will still be part of a wider technical team and will have colleagues available when you need advice or additional support.
Driving requirement
You must hold a full UK driving licence and have access to your own car, as you will need to travel to customer sites across Kent when required.
Business mileage will be reimbursed.
Location: Home-based, with travel to customer sites across Kent