Job Description
Job Title: First Line IT Support Technician
Contract | Inside IR35 - 6 months.
Job Description:
Our client is looking for a proactive and customer-focused First Line IT Support Technician to join their IT team. In this role, you will be the first point of contact for end-users, providing technical assistance and support for Microsoft 365 applications, Android mobile devices, and general IT hardware issues. You will handle support requests, perform basic troubleshooting, and escalate more complex problems as needed.
Key Responsibilities:
* Respond to and resolve first-line support tickets via phone, email, and service desk systems.
* Provide support for Microsoft 365 products, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
* Set up, configure, and troubleshoot Android smartphones and tablets.
* Diagnose and resolve issues with laptops, desktops, printers, and other peripherals.
* Assist with onboarding and offboarding processes, including account creation and equipment setup.
* Escalate unresolved issues to second-line support or relevant IT teams.
* Maintain accurate documentation of issues and resolutions in the IT ticketing system.
* Support basic network connectivity troubleshooting (Wi-Fi, VPN, etc.).
* Follow IT procedures and contribute to knowledge base articles.
Experience and Skills Required:
* Proven experience in a first-line IT support or helpdesk environment (minimum 1 year preferred).
* Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Office Suite).
* Experience supporting Android mobile devices (email setup, device policies, basic troubleshooting).
* Basic hardware troubleshooting skills (PCs, laptops, printers, docking stations).
* Familiarity with Windows 10/11 and basic Active Directory tasks (e.g., password resets, user lookups).
* Understanding of ITIL-based support processes and ticketing systems.
* Excellent communication and customer service skills.
* Ability to prioritize and manage multiple tasks efficiently.