1st Line IT Support Analyst

Fordway -1st Line IT Support Analyst

Fordway is an IT managed services and consultancy firm based in Godalming. Founded in 1991, they specialize in helping mid-sized enterprises and the UK public sector accelerate their digital transformation, optimize IT budgets, and manage complex IT environment

Overview

Fordway are hiring for a Level 1 Service Desk Engineer to join their growing support team.

This is a primarily remote role within a Level 0, Level 1, and Level 2 support structure. The Level 1 team handles the majority of incoming technical support requests, ranging from end-user issues to more complex troubleshooting.

The role suits someone who is customer-focused, technically curious, and motivated to develop a long-term career in IT within a fast-paced managed services environment.

Fordway place strong emphasis on attitude, collaboration, problem-solving, and customer service as well as technical ability.

Key Selling Points

• Remote-first role with structured monthly office attendance
• Strong exposure to Microsoft Cloud and enterprise environments
• Hands-on technical development opportunities
• Mix of remote, office-based, and onsite customer support
• Strong career progression opportunity

Location & Working Pattern

• Home-based (UK)
• Must be commutable to Godalming, Surrey (GU7)
• Fordway office is based in Godalming
• Mandatory office attendance: 1 week per month

During office weeks, engineers gain hands-on experience including builds, imaging, and collaboration with senior engineers.

Customer Site Requirement

• Key customer site located near Heathrow
• Candidates must also be commutable to Heathrow
• Occasional onsite visits required for support, troubleshooting, and installations

Shift Pattern

37.5 hours per week, Monday-Friday (rotating shifts):

• Early: 07:00 - 15:30
• Mid: 09:00 - 17:30
• Late: 10:30 - 19:00

Shift flexibility is essential.

Role Responsibilities

• Provide remote end-user IT support via phone and remote tools
• Troubleshoot Windows, Microsoft 365, devices, printers, and networking issues
• Manage and resolve tickets with clear documentation
• Escalate to 2nd/3rd line support where required
• Support user and device administration (M365, Entra ID, Intune)
• Assist with onsite support and project activities
• Maintain knowledgebase documentation
• Support SLA adherence and service quality standards
• Identify and escalate potential security incidents

Technical Environment

• Microsoft Windows Desktop & Server
• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• ITSM tools (eg ServiceNow)
• Basic TCP/IP Networking
• ITIL processes (Incident, Problem, Change, Request Fulfilment)
• Desktop, mobile, printer and hardware troubleshooting

Candidate Profile

Fordway are looking for someone who is:

• Self-motivated and proactive
• Strong in customer service and communication
• Logical and structured in troubleshooting
• Comfortable working independently in a remote environment
• Collaborative and adaptable
• Keen to develop a long-term IT career

This role suits someone who enjoys variety, problem-solving, and exposure to different technologies and customers.

Essential Experience

• Minimum 3 years' experience in IT Service Desk/Support role
• Experience providing remote and onsite support
• Strong Microsoft 365 support experience
• Experience with device management and troubleshooting
• Understanding of SLAs, KPIs, and ticketing processes

Desirable Certifications

• AZ-900
• MS-900
• SC-900
• MD-102
• AZ-104
• ITIL Foundation

Security Clearance

• SC clearance may also be required if successful

Benefits

• 25 days holiday + bank holidays (rising to 28 with service)
• Private medical insurance
• Life assurance (4x salary)
• Pension matched up to 5%
• Holiday buy scheme (up to 1 additional week)
• Homeworking allowance (£300 setup + £100 annually)
• Paid charity day
• Dog-friendly office with free parking
• Techscheme & Cyclescheme
• Quarterly company-funded training lunches

Key Screening Checklist

Confirm candidates:

• Can work rotating shifts
• Are commutable to Godalming (office)
• Can attend office 1 week per month
• Are commutable to Heathrow (customer site)
• Are open to occasional onsite visits
• Have strong Microsoft 365 support experience
• Have at least 3 years IT support experience
• Are permanent only (no contractors)
• Can pass BPSS/SC clearance checks

They are looking to move very quickly on this and want CVs by Friday 22nd morning and will look to set up first stage interviews next week.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

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