First Line Support Technician (Level 1 IT Support)
Job Advert: First Line Support Technician (Level 1 IT Support)
Job Title: First Line Support Technician / Helpdesk Technician (Level 1)
Location: [Insert Location, e.g., UK-wide / Hybrid / Office-based in Hook
Salary: Competitive – £26,000 – £30,000 per annum (depending on experience) + benefits
Job Type: Permanent, Full-time (Possible shift patterns in some environments)
Company Overview [Company Name] is a dynamic organisation delivering reliable IT services to our internal teams and clients. We use HaloITSM as our primary helpdesk and ITSM platform – an intuitive, ITIL-aligned tool that empowers fast incident management, SLA tracking, and efficient service delivery. We're looking for a motivated First Line Support Technician to join our team and be the first point of contact for all IT support queries.
Role Purpose As our First Line Support Technician, you'll provide essential frontline IT support, ensuring quick resolutions for everyday issues while maintaining high customer satisfaction. Using HaloITSM, you'll log, track, and manage tickets efficiently, escalate when needed, and contribute to a smooth-running service desk.
Key Responsibilities
- Ticket Management: Record, track, categorise, prioritise, and document all technical issues and service requests in HaloITSM, ensuring accurate updates and resolution within defined SLAs.
- Technical Troubleshooting: Deliver first-line assistance for common user problems, including password resets, account unlocks, printer connectivity issues, software installations/uninstallations, basic Windows/macOS troubleshooting, and Microsoft 365/Office application support.
- Hardware Setup: Configure and deploy new laptops, desktops, monitors, and peripherals for users (including imaging, basic setup, and testing).
- Remote & Direct Support: Provide effective remote support using tools such as TeamViewer, AnyDesk, or Microsoft Teams, as well as in-person assistance when required.
- Escalation & Collaboration: Quickly identify issues beyond first-line scope and escalate to Level 2/3 engineers with clear, detailed handover notes and documentation.
- User Onboarding/Offboarding: Support new starter setups, equipment provisioning, access requests, and leaver processes.
- Process Adherence: Follow ITIL best practices for incident and request management, contribute to the knowledge base, and help identify recurring issues for proactive resolution.
Required Skills & Qualifications
- Education/Certifications: CompTIA A+, IT-related diploma/degree, or equivalent practical experience preferred.
- Technical Knowledge: Solid foundational understanding of:
- Windows/macOS operating systems
- Basic networking (IP addressing, Wi-Fi connectivity, DNS basics)
- Microsoft 365/Office suite troubleshooting
- Hardware peripherals and basic diagnostics
- Soft Skills: Excellent communication (verbal and written), patience, empathy, and strong customer service orientation – able to explain technical concepts clearly to non-technical users.
- Experience: Previous exposure to a helpdesk, call centre, retail IT support, or customer-facing technical role is advantageous but not essential – full training provided.
- Other: Comfortable working in a fast-paced environment; reliable with attention to detail; basic familiarity with ticketing systems (experience with HaloITSM, Jira, ServiceNow, or similar is a bonus).
Desirable Attributes
- ITIL Foundation awareness
- Experience with remote support tools
- Willingness to learn and progress to higher-level support roles
- Flexible approach to working hours if shifts are required
What We Offer
- Competitive salary with performance reviews and potential bonuses
- Comprehensive training on HaloITSM and broader IT tools
- Clear career progression opportunities (e.g., to 2nd Line Support)
- Pension scheme, generous holiday allowance, and employee perks
- Modern, collaborative team environment in a growing organisation
- Opportunity to work with leading ITSM technology in a supportive setting
If you're enthusiastic about starting or building your IT support career, enjoy helping people, and thrive in a role where every day brings varied challenges – we want to hear from you!
Apply Now Please send your CV