First Line Support

First Line Support Technician

Mitcheldean, Full time, Permanent - 5 days in the office 1 day at home

£26,000

Overview

We are seeking a customer-focused First Line Support Technician to deliver prompt, high quality technical assistance to internal colleagues and external customers. You will act as the first point of contact for IT enquiries, troubleshooting issues, managing support tickets, and supporting ongoing system improvements. Please note this role only requires six months experience as full training will be provided.

Key Responsibilities

• Act as the primary contact via support ticketing, live chat, phone, and in-person
• Log, categorise, prioritise, and track support requests to resolution with accurate record-keeping
• Diagnose and resolve technical issues across supported systems, software, and technology products
• Pass complex or unresolved technical issues to senior IT team members or external vendors with clear diagnostics
• Keep users updated on issue progress and provide guidance and training on system usage
• Assist with user access management, routine system administration, and operational continuity
• Maintain knowledge base articles, identify recurring incidents, and support IT projects and software testing

What We’re Looking For

• Practical troubleshooting and problem-solving skills across hardware, software, and IT systems
• Strong customer service and communication skills, with the ability to explain technical concepts clearly
• Experience logging and managing tickets within an IT service desk environment
• Proactive mindset with an eye for identifying recurring issues and process improvements
• Collaborative team player who takes ownership of tasks and works well under pressure