We re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future. Portsmouth Water are excited to be looking for a 1st Line Support Technician to join our team and provide essential first-line support for all IT-related issues across the business. In this role, you will ensure staff can work efficiently and effectively by troubleshooting hardware and software problems and escalating issues when necessary. You will be responsible for logging, categorising, and prioritising support tickets within the IT support ticketing system, with a strong focus on achieving high first-contact resolution rates. Maintaining clear and timely communication with end-users about the status of their issues is essential to ensure a positive support experience. Additionally, you will monitor customer satisfaction metrics to identify areas for improvement and contribute to the implementation of solutions. This position plays a vital part in supporting the smooth operation of our IT systems and overall business performance at Portsmouth Water. What will you be doing? Key Responsibilities Provide basic training to end-users on common IT issues to reduce recurrence and improve self sufficiency Identify, escalate, and coordinate with senior support team members for issues that cannot be resolved immediately, ensuring timely resolution and minimal downtime Ensure all support requests are managed within agreed Service Level Agreements (SLAs), maintaining high levels of service delivery Maintain, troubleshoot, and repair the IT estate, including desktops, laptops, printers, and other peripherals Administer and support core Microsoft 365 services, including Exchange, SharePoint, Teams, OneDrive, and related applications Develop and maintain high-quality documentation for IT processes, system configurations, network mapping, and service records Collaborate with internal stakeholders to understand business needs and deliver appropriate IT solutions Demonstrate a willingness to learn and stay current with evolving technologies and best practices What do you need? Skills, Qualifications & Competencies Proven experience in a similar role providing IT support in a corporate environment (Essential) Ability to troubleshoot and repair IT hardware including endpoints, desktops, laptops, printers, and other peripherals (Essential) Strong communication and interpersonal skills with the ability to work closely with stakeholders at all levels (Essential) Experience with IT helpdesk/ticketing systems, remote support tools, and technical documentation (Essential) Ability to work well in a team as well as independently (Essential) Strong analytical and problem-solving abilities with a proactive approach (Essential) Strong organisational skills, including multitasking and time management (Essential) Basic understanding in cybersecurity principles and data protection (Essential) Ability to adapt to new technologies and procedures as the company evolves (Essential) Excellent verbal and written communication skills, able to explain technical issues to non-technical users (Desirable) Familiarity with Active Directory Microsoft Entra, Group Policy, and identity management solutions (Desirable) Relevant IT qualifications such as CompTIA A, Microsoft 365 Fundamentals, Microsoft IT Support Specialist Professionals (Desirable) Knowledge of Microsoft 365 applications, including Exchange, SharePoint, Teams, OneDrive (Desirable) We recognise people want to work in a variety of different ways, and that s why we re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for. We re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society. Please note, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK. Due to the high volume of applications we receive, we re unable to respond to every applicant individually. If your application is of interest, we ll usually be in touch within 4 weeks of receiving it. What can Portsmouth Water offer you? At Portsmouth Water, we believe in rewarding our people. Here s just a taste of what s waiting for you when you join the team: Holidays Made Better Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore. A Pension That Works for You We ll help secure your future with a generous pension scheme, contributing up to 15% because your tomorrow matters as much as your today. Performance Pays Off You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance because when we succeed together, you should benefit too. Family Comes First Whether you re welcoming a new arrival through birth or adoption, we ve got your back with enhanced maternity, paternity, and adoption leave and pay. Peace of Mind, Always Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens. Support When You Need It With our Employee Assistance Programme provided by Bupa, help is just a call away confidential support, 24/7. PW Perks Treat Yourself! Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like: Electric Vehicle Scheme (after 1 year) Cycle to Work Scheme Health Cash Plan and so much more!