1st Line Support Technician

1st Line Support Technician
Location: Canterbury, Kent
Salary: £26,500 - £28,500 per annum
Hours: Monday to Friday, 08:30 - 16:30
Type: Full Time, Permanent

The Company

Due to continued business growth, an exciting opportunity has arisen for a 1st Line
Support Technician to join a well-established and growing technology business based in
Hersden, Canterbury.
This newly created role will be the first point of contact for customers requiring
technical assistance and support. The successful candidate will play a key role in
delivering excellent customer service while resolving a wide range of IT, hardware and
software issues.

The Role

As a 1st Line Support Technician, you will provide telephone and remote technical
support to customers, ensuring issues are resolved efficiently and professionally.
Working as part of a collaborative technical team, you will diagnose faults, assist with
installations and configurations, and escalate more complex issues where required. The
candidate must be able to complete a satisfactory enhanced DBS certification.

Key Responsibilities

• Act as the first point of contact for customer support requests via phone, email and remote support tools.
• Log, investigate and resolve support tickets within agreed service levels.
•  Diagnose and troubleshoot hardware, software, networking and system issues.
• Escalate complex incidents to senior technical colleagues when appropriate.
• Set up, configure and deploy IT equipment and software.
• Assist with user account administration, password resets and access
• management.
• Maintain accurate records of customer interactions and resolutions.
• Support system upgrades, installations and technology projects.
• Deliver a high standard of customer service at all times.
• Contribute to continuous improvement of support processes and
• documentation.

Skills & Experience

• Previous experience in a 1st Line Support, IT Helpdesk or Technical Support role.
• Good understanding of Microsoft Windows operating systems.
• Knowledge of Microsoft 365 applications and administration.
• Basic networking knowledge, including TCP/IP, DNS and DHCP.
• Experience with remote support and ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to prioritise workload and manage multiple tasks effectively.
• Full UK driving licence would be advantageous.

Personal Attributes

• Positive and proactive approach.
• Strong attention to detail.
• Eagerness to learn and develop technical skills.
• Team player with a customer-focused mindset.

Ability to remain calm under pressure and work methodically to resolve issues.

What's on Offer

• • Salary of £26,500 - £28,500 per annum.
• • Monday to Friday working hours of 08:30 - 16:30.
• • Opportunity to join a growing business in a newly created role.
• • Ongoing training and development opportunities.
• • Supportive and collaborative working environment.
• • Genuine career progression as the business continues to expand.

This is an excellent opportunity for an enthusiastic IT professional looking to develop
their career within a growing and forward-thinking organisation.

Westin Par is an equal opportunities employer and acts as an Employment Agency for permanent
vacancies. Applicants must have the right to work in the UK. Due to the high volume of applications
received, only shortlisted candidates will be contacted. If you do not hear from us within 48 hours, please
assume your application has been unsuccessful on this occasion.