1st Line IT Support Technician

Eden Scott; City of Edinburgh; On-site; GBP 22,000 - 32,000; Full time

Job summary

Eden Scott in Edinburgh is recruiting a 1st Line IT Support Technician for a growing MSP. You’ll be the first point of contact, handling IT issues with a friendly, clear communication style while building your technical knowledge.

You'll gain exposure to Windows, Microsoft 365, and a range of client environments, with training and progression opportunities in a supportive team.

Qualifications

• Around one year's commercial IT support experience.
• Good knowledge of Windows and Microsoft 365.
• A methodical approach to troubleshooting.
• Strong communication and customer service skills.

Responsibilities

• Provide 1st-line IT support via phone, email, and ticketing systems.
• Troubleshoot and resolve a range of technical issues.
• Support users across Windows and Microsoft 365.
• Troubleshoot laptops, desktops, and peripherals.
• Support Outlook, Teams, OneDrive, and SharePoint.
• Assist with Wi-Fi, VPN, and basic networking issues.
• Manage tickets and keep customers updated.
• Escalate complex issues to relevant teams.

Skills

Communication skills

Customer service

Troubleshooting

Problem solving

Tools

Windows OS

Microsoft 365

Job description

Are you currently working on an IT service desk and looking for your next step?

If you've got around a year's commercial IT support experience and you're keen to develop your technical skills, take on more responsibility, and progress your career, this could be a great opportunity for you.

We are working with a growing MSP in Edinburgh who are looking for a 1st Line IT Support Technician to join their team.

You'll be joining a friendly and supportive environment where you'll get exposure to a wide range of technologies, work with different clients, and have plenty of opportunity to learn from experienced engineers.

What will you be doing?

You’ll be one of the first points of contact for clients when they have an IT issue, so being approachable and able to communicate clearly is just as important as your technical knowledge.

Your day-to-day responsibilities will include:

• Providing 1st-line IT support via phone, email, and ticketing systems
• Troubleshooting and resolving a range of technical issues
• Supporting users across Windows and Microsoft 365
• Troubleshooting laptops, desktops, and peripherals
• Supporting Outlook, Teams, OneDrive, and SharePoint
• Assisting with Wi-Fi, VPN, and basic networking issues
• Managing tickets and keeping customers updated
• Escalating more complex issues to the relevant team members

What are we looking for?

Ideally, you'll have around one year's commercial experience in an IT service desk, help desk, or 1st line support role.

We're not expecting you to know everything. What's important is that you have a good technical foundation, enjoy solving problems, and are keen to keep learning.

You will ideally have:

• Around one year's commercial IT support experience
• Experience working in a service desk or help desk environment
• Good knowledge of Windows and Microsoft 365
• A methodical approach to troubleshooting
• Strong communication and customer service skills

Why consider this role?

The training and development opportunities are a big part of what makes this role attractive.

You’ll have the chance to:

• Learn from experienced engineers
• Gain exposure to a broad range of technologies

For someone currently working in 1st line and looking for that next step, it's an opportunity to build your experience, broaden your technical knowledge, and progress your career within a growing MSP.