HD Tech is delighted to be recruiting for an IT First Line Support. This is an excellent opportunity for a customer-focused IT professional to join a growing organisation and play a key role in delivering high-quality first-line support across multiple sites.
This position would suit someone with a strong service mindset, solid troubleshooting ability, and the confidence to support users both remotely and on-site.
The Role
* Full-time, 40 hours per week
* Working hours: 9:00am to 5:00pm
* Location: Based from Bury St Edmunds office with occasional travel to sites across Norfolk, Suffolk and Essex
* Salary: £25,000 - £30,000, depending on experience
* Hybrid working: Possible hybrid options available
* Reporting to: Head of Technology and Services
A full driving licence and access to your own vehicle is essential for this role.
Key Responsibilities
* Provide first-line technical support for hardware, software and network-related issues, both remotely and in person
* Log, prioritise and manage support requests through the IT ticketing system
* Diagnose and resolve common IT issues, including password resets, account lockouts, software installations and printer problems
* Support users with core business applications, including Microsoft Office and email platforms
* Escalate more complex issues to second-line support or the relevant IT teams where appropriate
* Maintain accurate records of IT assets, devices and system configurations
* Assist with employee onboarding and offboarding, including user account creation and equipment setup
* Contribute to the development and upkeep of IT documentation and knowledge base materials
* Identify recurring technical issues and recommend improvements to processes and support delivery
* Ensure compliance with IT policies, procedures and security best practice
* Deliver a consistently high standard of customer service with a professional and approachable manner
Key Skills and Experience
* Strong understanding of MDM management of endpoints using Microsoft Entra/Intune
* Good knowledge of basic networking principles
* Strong customer service skills and a genuine commitment to user support
* Ability to work independently as well as collaboratively within a team
* Comfortable working in a fast-paced environment
* High level of accuracy and attention to detail
* Confident communication skills, both written and verbal
* Professional and responsive approach to all communications
Desirable Skills
* Experience supporting Mac OS
* Exposure to Python and JSON scripting
* Experience working in environments involving vulnerable adults
* Familiarity with asset management systems
Salary description
£25000.00 - £30000.00 per year