1St Line Support

Jago Consultants; Newbury; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Pension Scheme

25 days holiday including bank hols

Hybrid working in future

Job summary

Jago Consultants in Newbury, Berkshire, is seeking a 1st Line Support Technician to join their IT services team. The role focuses on providing first-line technical support for managed IT services, hosted solutions, and software development.

You will handle inbound/outbound support via phone, email, and remote tools, with occasional on-site visits to customer locations in West Berkshire. The ideal candidate has strong communication skills, a sense of urgency, and hands-on experience with Windows

Qualifications

• Excellent communication and a sense of urgency in a fast-paced IT support role.
• UK Driving Licence is required for site visits and client work.
• Experience with Windows Server versions and Exchange environments is essential.

Responsibilities

• Provide first-line support via phone, remote access, and email.
• Occasional site visits to customer locations.
• Assist with migrations, installations, and configurations for IT projects.
• Suggest IT improvements and recommendations to customers.
• Respond to alerts monitoring hosted IT infrastructure.
• Assist junior engineers and handle escalations to meet SLA.
• Share knowledge and document procedures on the wiki.
• Improve internal processes to add value for customers.

Skills

Communication skills

Sense of urgency

UK Driving Licence

Tools

Windows Server 2012-2022

Exchange Server 2010-2013, Exchange Online (365)

Active Directory / Group Policy / DNS / DHCP / VPN

Windows client OS (Win7-11) & macOS

Microsoft Office (2016/2019/2021/365)

Mobile devices iOS & Android

VMware / vSphere / Hyper-V

Job description

1st Line Support Technician Required. My client is a well-established IT firm, who focus on providing managed IT support, Hosted services (Microsoft 365) and software development, as well as consultancy and project management.

They are now looking for an experienced IT technician to join their friendly & supportive office based in Newbury, Berkshire. The successful candidate will be responsible for inbound & outbound technical support activities, supporting services & solutions supplied to customers. Whilst office based, you will occasionally spend some time onsite at customer locations, more local to us throughout West Berkshire.

Position Overview – 1st Line Support

• Providing technical support on new and existing support cases via telephone, remote control software, and email.
• Occasional site visit to a customer site is expected
• Providing system migration, solution installation, and configuration resources to IT projects as required
• Making sensible IT improvements and recommendations to customers
• Responding quickly to alerts from automated systems that monitor customer and company hosted IT infrastructure
• Assisting junior engineers and handling escalated cases ensuring service desk meets SLA requirements
• Knoiwledge sharing with colleagues and documenting procedures on internet Wiki
• Improving the efficiency of internal processes to provide value to their customers.

Position Requirements – 1st Line Support

• Excellent communication skills & a sense of urgency
• UK Driving License
• Windows Server 2012, 2016, 2019, 2022
• Microsoft Exchange 2010, 2013, Exchange online (365)
• Active Directory, Group Policy, DNS, DHCP, VPN
• Windows 7,8,10,11 & Mac OS
• Microsoft Office 2016,2019,2021,365
• Mobile Devices IOS & Android
• VMWare, vSphere, Hyper‑V (Desirable)

Position Remuneration – 1st Line Support

• Monday to Friday
• 25 days holiday including bank holidays
• Pension Scheme
• Hybrid working (in the future, after a period)