1st Line IT Support Technician

Plan-IT Consulting Ltd; Ipswich; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Company pension

Company sick pay

Free on-site parking

Defined development path into 2nd line

Job summary

Plan-IT Consulting Ltd is seeking a 1st Line IT Support Technician to run the day-to-day helpdesk and provide first-line support across various client environments. You’ll be the first voice our clients hear, taking calls and tickets, diagnosing what you can, and escalating when deeper help is needed.

You’ll gain exposure to diverse client estates, with a clear path into 2nd line. We value actual support experience over tenure, and you’ll develop through this role in Ipswich.

Qualifications

• 2–3 years in an IT support or service desk role.
• Confident troubleshooting Windows 10 and 11 in a business environment.
• Hands-on Microsoft 365 experience — user administration, password and MFA resets, licensing, mailbox permissions.
• Working understanding of networking fundamentals: IP addressing, DNS, DHCP, Wi-Fi.
• Comfortable with hardware diagnostics, builds and repairs across laptops, desktops and peripherals.
• Clear, patient communication — explain fixes to non-technical users.
• Strong attention to detail, especially in ticket writing.
• Ability to juggle multiple open issues and track what's waiting on whom.
• A full UK driving licence and right to work in the UK.

Responsibilities

• First point of contact for client support requests by phone, email and remote session.
• Logging every incident with detailed information for handoff.
• Diagnosing and resolving common Windows 10/11 issues, including profiles, printing, Office apps and connectivity.
• Microsoft 365 user administration: account setup, offboarding, MFA registration, licence assignment, shared mailboxes and distribution lists.
• Building and configuring new laptops and desktops for client deployment.
• Performing first-line network checks on connectivity, Wi‑Fi, and cabling.
• Escalating to 2nd/3rd line with a clear summary of attempted fixes.
• Maintaining accurate client asset inventory and contributing to knowledge base.

Skills

IT support

Troubleshooting Windows 10/11

Microsoft 365 administration

Networking fundamentals

Hardware diagnostics

Communication skills

Organisational skills

Driving licence

Right to work in UK

Tools

Intune

Autopilot

Windows Server administration

Job description

Plan-IT Consulting is looking for a 1st Line IT Support Technician to run the day-to-day of our helpdesk and provide first-line support across a range of client environments. You'll be the first voice our clients hear when something stops working — taking calls and tickets, diagnosing what you can, fixing what you can, and escalating cleanly when a problem needs more depth.

It suits someone past needing a script for common faults, who wants exposure to a genuine variety of client estates rather than one company's setup, with a clear route into 2nd line. We're more interested in what you've actually supported than in how long you've been doing it.

What you'll be doing

• First point of contact for client support requests by phone, email and remote session
• Logging every incident accurately, with enough detail that the next person can pick it up
• Diagnosing and resolving common Windows 10 and 11 issues — profiles, printing, Office applications and connectivity
• Microsoft 365 user administration: account setup and offboarding, password resets, MFA registration, licence assignment, shared mailboxes and distribution lists
• Building and configuring new laptops and desktops for client deployment
• First-line network checks across connectivity, Wi-Fi and cabling — working out whether it's the user, the device or the line
• Escalating to 2nd and 3rd line with a clear summary of what you've already tried
• Keeping the client asset inventory accurate and contributing to our knowledge base

What we're looking for

• 2–3 years in an IT support or service desk role. This is a preference, not a hard cut-off — we'll consider a strong candidate with less if the fundamentals are there
• Confident troubleshooting Windows 10 and 11 in a business environment, not just at home
• Hands-on Microsoft 365 experience from a support seat — user administration, password and MFA resets, licensing, mailbox permissions
• Working understanding of networking fundamentals: IP addressing, DNS, DHCP, Wi-Fi, and telling a device problem from a line problem
• Comfortable with hardware diagnostics, builds and repairs across laptops, desktops and peripherals
• Clear, patient communication — you can explain a fix to someone non-technical without making them feel foolish
• Strong attention to detail, particularly in how you write up a ticket
• The organisation to juggle several open issues and track what's waiting on whom
• A full UK driving licence
• Right to work in the UK

Nice to have

• Microsoft or CompTIA certifications — MS-900, AZ-900, MD-102, A+ or Network+
• Previous MSP or multi-client experience
• Any exposure to Intune, Entra ID or Windows Server administration
• Early PowerShell — even just running scripts others have written
• A home lab, or anything you've built, broken and fixed in your own time. Tell us about it.

Where we'll develop you

These are the areas that take you from 1st line to 2nd, and we'll train you on all of them:

• Microsoft 365 tenant administration beyond user level — Exchange Online, SharePoint and Teams configuration
• Microsoft Entra ID: conditional access policies, MFA rollout and single sign-on
• Endpoint management and deployment through Intune and Autopilot
• Windows Server fundamentals — Active Directory, Group Policy, file and print services
• Backup and continuity platforms, including how to test a restore properly
• Working effectively inside an MSP: PSA and RMM tooling, SLAs, and managing multiple client estates at once

What we offer

• Company pension
• Company sick pay
• Free on-site parking
• A defined development path into 2nd line

Hours and location

8:30am to 5:00pm, Monday to Friday, with a one-hour lunch. On-site in Ipswich, IP3 9FH.

We aim to respond to every applicant within two working days. No recruitment agencies, please.