1st Line Support

Salary: £25,000 - 30,000 per year

Requirements

• 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
• Full driving licence and access to your own vehicle is essential for this role

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

Technologies

• Hardware
• Support
• Network
• Security
• JSON
• Python

More

At HD Tech, we are thrilled to offer an IT First Line Support position based in our Bury St Edmunds office. This role is vital for delivering high-quality technical support across multiple sites in Norfolk, Suffolk, and Essex. We value a customer-focused mindset and the ability to solve issues efficiently. We offer a full-time position with a competitive salary between £25,000 and £30,000, depending on experience, with potential for hybrid working options. Join our dynamic team and contribute to our commitment to excellence in IT support.

last updated 14 week of 2026