1st Line IT Support Technician

Dandara Living; United Kingdom; Remote; GBP 31,000 - 36,000; Full time

Job summary

An established industry player is seeking a motivated First Line IT Support Technician to join their dynamic team. This fully remote role offers the flexibility to work from anywhere in the UK while providing high-quality technical support to users. You will be the first point of contact for IT issues, ensuring smooth operations and participating in a weekend rota for continuous support. With a competitive salary and opportunities for professional development, this position is perfect for those eager to grow in a supportive and collaborative environment.

Benefits

Competitive salary package

Fully remote working arrangement

Supportive team environment

Exposure to various technologies

Opportunities for professional development

Qualifications

• 2+ years in First Line IT Support or Helpdesk role.
• Strong technical knowledge of Windows OS and Microsoft 365.
• Experience with Active Directory user administration.

Responsibilities

• Provide first-line technical support for hardware, software, and network issues.
• Diagnose and troubleshoot technical problems effectively.
• Log and manage support tickets within ITSM system.

Skills

Microsoft Windows operating systems

Microsoft 365 suite

Active Directory administration

Remote support tools

Problem-solving skills

Communication skills

Education

Relevant IT certifications (CompTIA A+, Network+, Microsoft certifications, ITIL Foundation)

Tools

IT Service Management (ITSM) systems

Job description

Location: Fully Remote (UK-Based)

Salary: £31,000 - £36,000 per annum (inclusive of weekend rota compensation)

Job Type: Permanent, Full-time

Working Hours: Standard 9:00 AM - 5:00 PM, Monday to Friday, plus participation in a scheduled weekend work rota. Flexible working options.

About the Role:

We are seeking a motivated and experienced First Line IT Support Technician to join our dynamic team. This is a fully remote position, offering the flexibility to work from anywhere within the UK. You will be the first point of contact for our users, providing high-quality technical support and ensuring the smooth operation of our IT systems. The role requires participation in a weekend rota to ensure continuous support coverage.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, and remote support tools for hardware, software, network, and peripheral issues.
• Diagnose and troubleshoot technical problems effectively, aiming for a high first-time fix rate.
• Accurately log, prioritise, track, and manage support tickets within our ITSM system, adhering to agreed Service Level Agreements (SLAs).
• Install, configure, and upgrade software, operating systems, and applications.
• Manage user accounts within Active Directory (creation, modification, password resets).
• Escalate complex issues to second or third-line support teams when necessary, ensuring detailed information is provided.
• Assist with basic network troubleshooting (connectivity issues, VPN).
• Maintain accurate records and documentation of support activities.
• Participate actively in the scheduled weekend work rota as required.

Required Skills and Experience:

• Proven experience (typically 2+ years) in a First Line IT Support, Service Desk, or Helpdesk role.
• Strong technical knowledge of Microsoft Windows operating systems (Windows 10/11).
• Proficiency in supporting the Microsoft 365 suite (Outlook, Word, Excel, Teams, SharePoint).
• Experience with Active Directory user administration.
• Solid understanding of PC hardware, printers, and peripherals troubleshooting.
• Experience using remote support tools.
• Familiarity with IT Service Management (ITSM) principles and ticketing systems.
• Excellent problem-solving and analytical skills.
• Strong communication skills (both written and verbal) with a customer-centric approach.
• Ability to work independently, manage time effectively, and prioritise tasks in a remote setting.

Desirable Skills and Qualifications:

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft certifications, ITIL Foundation).
• Experience supporting Mac OS.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience working within an MSP (Managed Service Provider) environment.

Personal Attributes:

• Customer-focused and dedicated to providing excellent service.
• Patient, methodical, and detail-oriented.
• Proactive and eager to learn new technologies.
• Reliable and punctual, particularly regarding shift and rota commitments.
• A strong team player, even within a remote environment.

What We Offer:

• Competitive salary package of £31,000 - £36,000 per annum.
• The flexibility of a fully remote working arrangement within the UK.
• Opportunity to work within a supportive and collaborative team.
• Exposure to a variety of technologies and IT support challenges.
• Opportunities for professional development and training.

Absolutely no Recruitment Agencies please. All CV's received from recruitment agencies will be gratefully received as a free gift, without exception.