1st Line IT Support Technician

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

Job summary

A dynamic construction company is seeking a motivated 1st Line IT Support Technician for a fully remote position within the UK. This role involves providing high-quality technical support as the first point of contact for users, managing support tickets, and participating in a weekend rota. Ideal candidates should have strong technical knowledge of Microsoft systems and excellent problem-solving skills. The company offers a competitive salary, flexible working arrangements, and opportunities for professional development.

Benefits

Competitive salary package

Fully remote working arrangement

Opportunities for professional development

Qualifications

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

Responsibilities

• Provide first-line technical support via phone, email, and remote tools.
• Diagnose and troubleshoot technical problems effectively.
• Log, prioritise, and manage support tickets in ITSM system.

Skills

Problem Solving

Communication

Customer Service

Education

IT certifications (e.g., CompTIA A+, Network+)

Tools

Microsoft 365

Active Directory

ITSM

Job description

Join to apply for the 1st Line IT Support Technician role at Dandara

Join to apply for the 1st Line IT Support Technician role at Dandara

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Construction

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