Description
First Line IT Support Technician
Join our Team at Macphie
Let us introduce ourselves - Macphie, an internationally acclaimed family ingredient manufacturer, proudly situated in the picturesque and tranquil landscapes of Glenbervie in Aberdeenshire with sites in Glasgow and Midlands too. Our expertise spans across a spectrum of delectable delights, including sauces, bakery creations, and heavenly ice cream toppings. We also cater to the evolving culinary landscape with our plant-based and gluten-free offerings. Trusted partners to some of the globe's leading food brands, we are dedicated to transforming ideas and creativity into tangible, delectable solutions.
About The Role
Reporting to the IT & Systems Manager, the 1st Line IT Support Technician will be the first point of contact for IT-related queries and issues. The role involves providing basic technical support, ensuring prompt ticket resolution, assisting with hardware and software setups, and escalating more complex issues to the appropriate team.
The 1st Line IT Support Technician will provide on-site assistance to end-users at desk side, assisting with the building and deployment on new hardware, IT asset management, and generally assisting the wider remote support desk team.
This position is ideal for someone at the start of their IT career, eager to develop technical skills and knowledge in a supportive environment.
Main Duties Include
* Act as the first point of contact for IT incidents and service requests, logging them in the IT ticketing system (FreshService).
* Provide basic technical support for hardware, software, and network-related issues.
* Assist with setting up and configuring new user accounts, PCs, laptops, mobile devices, and other peripherals.
* Troubleshoot and resolve common issues related to Microsoft 365, Windows, and network connectivity.
* Escalate unresolved or complex technical issues to 2nd/3rd line support or external providers as required.
* Maintain an accurate inventory of IT assets and support the deployment of hardware and software updates.
* Contribute to maintaining knowledge base documentation for recurring issues.
* Provide excellent customer service, keeping users informed on progress and resolution times.
* Work safely at all times in accordance with company Health & Safety policies, procedures, practices and legislation.
* At all times ensure that all internal and external data protection requirements are strictly adhered to within your area of responsibility and that any breach, either direct or observed is reported in line with the Employee Breach Notification Procedure.
Requirements
Experience & Qualifications:
* A strong interest in IT and technology, with some prior experience (e.g., internships, volunteering, or personal projects) preferred.
* IT-related qualification (e.g., HNC, HND, or equivalent) or demonstrable enthusiasm to learn.
Skills
* Basic understanding of computer hardware, software, and networking.
* Familiarity with Microsoft Office and Windows operating systems.
* Excellent communication and customer service skills.
* Strong problem-solving skills and a willingness to learn.
* Ability to work effectively as part of a team.
Knowledge
* Awareness of IT support processes, including ticketing systems (FreshService knowledge is a plus).
* Basic understanding of remote working tools (e.g., VPNs, Microsoft Teams).
* Broad knowledge of all technologies including applications, telecoms and servers or equivalent knowledge in a similar environment
Technologies Include
Operating Systems: Windows 10/11, basic familiarity with Windows Server environments (e.g., account setup in Active Directory).
Productivity Tools: Microsoft 365 (Teams, Outlook, OneDrive, SharePoint basics).
Networking Basics: Basic understanding of DNS, DHCP, and troubleshooting connectivity issues.
Hardware: Desktop and laptop troubleshooting, printer setup, and basic hardware maintenance.
Ticketing System: Experience with or willingness to learn tools like FreshService or similar.
Mobile Device Support: Setting up and troubleshooting Android and iOS devices.
Video Conferencing: Experience with Microsoft Teams, Zoom, or similar platforms.
Backup Solutions: Awareness of basic backup tools or procedures.
IT Asset Management: Experience or interest in tracking and maintaining IT assets.
Additional Areas
Role holder will hold a full driver’s licence and have the ability to travel away from home inclusive of overnight stays during the working week as required.
Benefits
Indulge in the Sweet Perks of Joining Macphie!
At Macphie, We Believe In Crafting Not Only Delightful Culinary Experiences But Also Providing Our Team With a Recipe For Success In Their Professional Lives. Here Is a Taste Of How We'll Look After You As Part Of Our Sweet Success
* Annual Leave: Recharge your batteries with a generous annual leave entitlement of 23 days, plus 9 public holidays, giving you a refreshing total of 32 days to explore, relax, and savour life outside of work.
* Profit-Related Pay (PRP): Your dedication will not go unnoticed! Enjoy conditional PRP, aligning with our company's performance and rewarding your commitment to our shared success.
* Pension Perks: Secure your financial future with our pension enrolment, where you contribute 5%, and we match it with a 3% employer contribution.
* Health and Wellness Buffet: We care about your well-being. Access our Employee Assistance Program, a 24/7 GP line, and indulge in our cycle-to-work scheme. Keep your mind and body in top shape with our Leisure Subsidy Scheme and free fruit offerings.
* Eco-Friendly Commute: Embrace sustainable living with our electric car charging stations. Enjoy the convenience of free parking while contributing to a greener planet.
* Lifelong Learning: Cultivate your mind with our company further education scheme and unlock opportunities for personal and professional growth.
* Family First: We support your journey into parenthood with enhanced maternity, paternity, and adoption pay.
* Exclusive Employee Benefits: Revel in exclusive benefits like an education bursary via our employee trust and Funeral Concierge provided by Everest Funeral Concierge Service, a brand-new benefit.
* Beyond Probation: Once you have passed probation over the initial three months, you will then be able to unlock an array of group benefits, including Health cash plan & Westfield Health, permanent health insurance, and 3x death in service life assurance
To see all of the Macphie employee benefits please click here.
And now, let us talk about what we need from you:
Like every employer, legally, we require to check and confirm that you have the right to work in the UK. If we offer you a job and you accept, there are some checks that we need to complete before you can start with us. In addition to the above, we will also collect satisfactory employment references.
Closing Date for Applications: Sunday 8th June 2025 #J-18808-Ljbffr