The IT Support Technician (Level 1)
You will be responsible for providing first-line support to internal users and assisting with the day-to-day operation and maintenance of the organisation's IT systems and infrastructure. This role is crucial for ensuring that technical issues are resolved promptly and efficiently to minimise disruption.
Key Responsibilities:
User Support & Troubleshooting
* Act as the first point of contact for end-user IT issues (via phone, email, ticketing systems, or in-person).
* Diagnose and resolve hardware, software, network, and peripheral issues.
* Escalate unresolved issues to Level 2 or specialist support as needed.
Device Setup & Maintenance
* Set up and configure new laptops, desktops, and mobile devices.
* Install authorised software and ensure devices are up to date.
* Maintain asset records for hardware and software licensing.
Systems & Infrastructure Monitoring
* Monitor system alerts and user-reported issues.
* Support in managing user accounts (Active Directory, Office 365, etc.).
* Assist with network connectivity and printer issues.
Documentation & Reporting
* Maintain accurate logs and documentation of support activities.
* Create and update user guides and IT help articles for common issues.
Security & Compliance
* Ensure adherence to company IT security policies.
* Report suspicious activity or potential data breaches immediately.
* Assist with audits and inventory control.
Experience required:
* 1+ years of IT support experience in a business environment.
* Familiarity with Windows OS, Microsoft 365, and basic networking concepts.
Skills
:
* Excellent interpersonal and communication skills.
* Strong problem-solving and analytical abilities.
* High attention to detail and ability to follow instructions.
* Ability to prioritise tasks and work under pressure.
* Basic knowledge of Active Directory, Azure AD, or Office 365 Admin Center.
Desirable:
* Experience with helpdesk/ticketing systems (e.g., ServiceDeskPlus).
**Ben
efits:**
* Training and development opportunities.
* Career progression pathways into Level 2/3 support or systems administration.