First Line IT Support (with occasional Second Line duties)
Location:
Telford
Salary:
£27,000 – £28,000 per annum
Overview
Our client based in Telford are seeking a proactive and customer-focused
First Line IT Support Technician
to join their team in Telford. This role is primarily focused on providing first line technical support to end users, but will also involve occasional second line responsibilities, offering an excellent opportunity for career development and hands-on experience across a wider range of IT systems.
Key Responsibilities
* Act as the first point of contact for IT support queries via phone, email, or ticketing system.
* Troubleshoot and resolve hardware, software, and network issues in a timely manner.
* Provide excellent customer service, ensuring users are kept informed throughout the resolution process.
* Escalate complex issues to second line support when required, while assisting with second line tickets where appropriate.
* Support the setup, configuration, and maintenance of desktops, laptops, mobile devices, and peripherals.
* Assist with user account management, including Active Directory, Office 365, and other enterprise systems.
* Document issues and solutions in the knowledge base to improve future support efficiency.
* Contribute to IT projects and rollouts when needed.
Skills & Experience
* Previous experience in a first line IT support role (1–2 years minimum preferred).
* Good knowledge of Windows OS, Microsoft Office 365, and general PC troubleshooting.
* Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
* Experience supporting hardware such as desktops, laptops, and printers.
* Familiarity with Active Directory and user account management.
* Excellent communication skills, with the ability to explain technical issues to non-technical users.
* Strong problem-solving abilities and a proactive mindset.
Desirable
* Exposure to second line support or project-based IT work.
* Knowledge of ITIL processes and best practices.
* Experience with remote support tools and ticketing systems.
Benefits
* Competitive salary of
£27,000 – £28,000
depending on experience.
* Opportunities to gain exposure to second line responsibilities and progress within IT.
* Supportive team environment with ongoing training and development.
* Company benefits package (to be tailored based on your offering).