1st Line Support Technician

Location Brighton
Salary: £29000.0
Contact name: Jo Foster

Contact email: jo.foster@clearwaterps.com
Job ref: 7616
Published: 14 days ago
Our client is currently recruiting a 1st line Support Technician to join their IT Operations Team. The 1st line Support Technician will be responsible for triaging tickets and supporting end users to a 1st line level. You will gain exposure to supporting end users both deskside and remotely.  
This will be based 4 days onsite in Brighton, and 1 day in Crawley.
Key Responsibilities for the 1st Line Support Technician
  • Providing support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
  • Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
  • Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
  • Logging technical support requests over the telephone or by email
  • Using remote control tools and technologies to assist end users as required
  • Adhering to the Service Level Agreement provided to the Business
Key Experience for the 2nd Line Support Technician
  • Previous experience in an IT support-related role
  • Experience troubleshooting software (Windows 10 and 11), networks (wired & Wi-Fi) and fault diagnosis of hardware
  • Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 (deployment, troubleshooting, Mail Flow Analysis, etc)
  • Experience administrating Entra ID (Azure ID) and Active Directory, including Group Policy management and assignment
Please apply as directed!