Location : Ipswich, Suffolk
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Employment Type : Full-time, On-site
Salary : £24,000 - £28,000 (DOE)
Company Type : Managed Service Provider (MSP)
About the Role
We're looking for a motivated and customer-focused 1st Line IT Support Technician to join our clients busy service desk team in Ipswich. As part of a growing Managed Service Provider (MSP), you'll be the first point of contact for our clients - helping resolve technical issues quickly and professionally, while delivering outstanding customer service.
This is a hands-on, on-site role, ideal for someone with a passion for technology and a desire to develop their IT career within a fast-paced, service-oriented environment.
Key Responsibilities
Provide 1st line technical support via phone, email, and remote tools
Log, prioritise, and manage incidents and service requests through the helpdesk system
Diagnose and resolve hardware, software, and networking issues
Escalate complex issues to 2nd line or specialist teams when required
Assist with user account management, password resets, and system access
Maintain accurate documentation of tickets, resolutions, and procedures
Support desktop, laptop, and printer installations and configurations
Deliver excellent customer service and maintain strong client relationships
Skills & Experience
Previous experience in a 1st line / helpdesk support role (ideally within an MSP)
Good understanding of Windows 10/11, Microsoft 365, and Active Directory
Familiarity with remote support tools and ticketing systems
Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP)
Strong communication and problem-solving skills
Ability to work under pressure and manage multiple priorities
Relevant IT qualifications (e.g. CompTIA A+, Microsoft, ITIL) are a plus
Why Join Us?
Competitive salary (£24,000 - £28,000 DOE)
Exposure to a wide range of clients and technologies
Clear career progression within a growing MSP environment
Ongoing training and professional development
Friendly, collaborative on-site team culture
Free on-site parking and modern office facilities
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