1st & 2nd Line IT Support Technician

Salary: £32,000 - 40,000 per year

Requirements

• Windows 10/11 administration
• Microsoft 365 administration
• Active Directory
• Microsoft Entra ID (Azure AD)
• Exchange Online
• Intune (desirable)
• Jamf (desirable)
• Basic networking knowledge, including TCP/IP, DNS, and DHCP
• VPN configuration and troubleshooting
• Hardware diagnostics and repair
• Experience with remote support tools
• Experience with ITSM/ticketing systems
• Excellent troubleshooting skills
• Strong communication and customer service skills

Responsibilities

• We provide first and second-line technical support to end users, resolving IT incidents and service requests in a timely manner.
• We act as the first point of contact for IT support requests via phone, email, and our ticketing system.
• We log, prioritise, and manage incidents and service requests.
• We resolve common hardware, software, and account-related issues.
• We reset passwords and unlock user accounts.
• We install standard software and configure user devices.
• We escalate unresolved issues to senior engineers when appropriate.
• We keep users informed of ticket progress.
• We maintain accurate documentation within our service desk system.
• We monitor patch management tools.
• We troubleshoot more complex desktop, laptop, printer, and peripheral issues.
• We diagnose Windows operating system and Microsoft 365 problems.
• We configure and support user accounts in Active Directory and Microsoft Entra ID (Azure AD).
• We support networking issues including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• We install, configure, and maintain desktop and laptop hardware.
• We support mobile devices and remote users.
• We assist with server administration and system maintenance.
• We participate in IT projects, upgrades, and migrations.
• We create and maintain technical documentation and knowledge base articles.

Technologies

• Active Directory
• Azure
• Hardware
• Support
• ITSM
• Microsoft 365
• Mobile
• TCP/IP
• VPN
• Windows
• Office 365
• Cloud

More

We provide first and second-line IT support to end users, focusing on timely incident resolution, excellent customer service, and maintaining agreed service levels. Our team supports desktop hardware, software, user accounts, networks, and business applications, while also contributing to documentation, system maintenance, and IT projects.

last updated 29 week of 2026