1st Line IT Support Technician

Gilmartins; Houghton Regis; On-site; GBP 25,000 - 35,000; Full time

Job summary

A growing IT service provider in Houghton Regis is seeking a proactive 1st Line IT Support Technician. This role involves being the first point of contact for IT issues, managing user requests, and maintaining IT hardware inventory. Applicants should have a basic understanding of networking, experience with Windows troubleshooting, and excellent communication skills. The position is office-based, ensuring hands-on support is provided for the IT infrastructure.

Qualifications

• Basic understanding of networking fundamentals, including IP addressing and DHCP.
• Experience with user creation and license assignment in M365.
• Knowledge in troubleshooting and installing Windows operating systems.
• Strong communication skills and a problem-solving attitude.

Responsibilities

• Act as the first point of contact for IT issues, managing tickets via Freshdesk.
• Handle onboarding and offboarding processes, including account creation.
• Maintain inventory of IT hardware and manage stock levels.
• Prepare and configure laptops, including OS installation.
• Provide basic administration for Active Directory.
• Assist in managing the hybrid cloud environment.

Skills

Networking Knowledge

M365 & Admin Skills

Technical Skills

Soft Skills

Tools

Freshdesk

Active Directory

Windows 10/11

Job description

We are currently looking for a proactive and organized 1st Line IT Support Technician to join our team. In this role, you will be the first point of contact for our employees, specifically supporting our fast-paced Call Centre operations. For key tasks training will be provided.

You will play a key role in maintaining our IT infrastructure, managing user requests, and ensuring our hardware inventory is accurate. This role is office-based due to the requirement of handling physical hardware assets.

Key Responsibilities

• Ticket Management: Acting as the first point of contact for IT issues, logging and resolving tickets via Freshdesk. You will ensure tickets are prioritized correctly according to business impact (SLA).
• User Lifecycle Management: Handling the full onboarding and offboarding process, including account creation in Active Directory, assigning Office 365 licenses, and setting up permissions.
• Asset Management: Maintaining a strict inventory of IT hardware (laptops, mobiles, docking stations) and managing stock levels.
• Hardware Configuration: Preparing, configuring, and deploying laptops; installing Windows operating systems and drivers.
• IT Administration: Providing basic administration for Active Directory.
• Hybrid Cloud Support: Assisting with the administration of our hybrid environment, including on-premise domains and Microsoft Entra ID

Requirements

• Networking Knowledge: Basic understanding of networking fundamentals: IP addressing, Ports, MAC addresses, DHCP, DNS, Firewalls, and Switches.
• M365 & Admin Skills: Creating users, assigning licenses and basic Windows Server administration.
• Technical Skills: Experience with Windows 10/11 troubleshooting and installation.
• Soft Skills: Excellent communication skills, patience with non-technical users, and a problem-solving attitude