1st Line Support
Edinburgh
30,000
Hybrid
We’re offering a fantastic opportunity to join our Edinburgh-based team, working closely with a wider remote IT team for a national technology company, where you'll continue to handle first-line responsibilities while gaining hands-on second-line experience and training on the job.
This hybrid role is perfect for someone who thrives on solving problems, loves learning new tech, and is ready to grow into a more advanced support position.
What you’ll be doing
* Acting as the first point of contact for IT support issues, via phone, email, and service desk system
* Troubleshooting and resolving a wide range of first-line technical issues related to hardware, software, applications, printers, mobile devices, and user access
* Escalating more complex issues appropriately while working alongside the wider team to build your knowledge and skills
* Taking ownership of tickets from logging through to resolution or escalation, ensuring a timely and professional service
* Assisting in configuring and deploying laptops, desktops, and mobile devices for new starters and existing employees
* Supporting basic administration of Microsoft 365, Active Directory, and other enterprise tools
* Documenting resolutions and contributing to an evolving internal knowledge base
* Collaborating with the wider remote IT team to ensure consistent service delivery across the organisation
* Identifying recurring issues and contributing ideas to improve efficiency and reduce incident volume
What we’re looking for
* Experience in a first-line support role with strong troubleshooting skills
* A customer-focused mindset and excellent communication skills
* A keen interest in expanding your technical knowledge and progressing to second-line support
* Ability to work independently and as part of a collaborative, distributed team
* Comfortable working in a hybrid environment, with regular office presence in Edinburgh
What’s in it for you
* Opportunities to progress and grow your career
* 23 days holiday plus bank holidays, rising to 28 days after 5 years
* Stakeholder pension scheme & death in service benefit.
* Agile Perks reward platform offering discounts and great deals
* Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
* Cycle to work scheme
* Volunteer Days
* Referral bonuses if you nominate a friend or a new customer
* Employee Assistance Programme – free advice on relationships, mental health and financial planning and more.
* Enhanced Maternity and Paternity schem