1st Line Support Technician

Centerprise International; Cufaude; On-site; GBP 20,000 - 30,000; Full time

Job summary

A prominent IT services company in Cufaude is looking for a talented 1st Line Service Desk professional to deliver exemplary front-line support. You'll handle a variety of customer requests, develop support documentation, and work within a dynamic team. Ideal candidates will have experience in desktop support, Microsoft applications, and basic networking. This role offers opportunities to progress into 2nd and 3rd Line levels within a supportive work environment.

Qualifications

• Proven experience providing basic/1st Line support.
• Strong knowledge of Microsoft Office suite.
• Ability to troubleshoot software installation and configuration.

Responsibilities

• Capture and deal with a broad range of customer requests.
• Develop support models, including work instructions and documentation.
• Provide excellent front-line support to users.

Skills

Customer support skills

Problem-solving

Desktop and Laptop operating systems

Microsoft Office application support

Networking skills

Education

Minimum A-C in GCSE Math and English

Tools

Active Directory

Exchange

Antivirus software (Sophos)

Data backup technologies (Veeam, EVault, Datto, Asigra)

Job description

This is a fantastic opportunity for a talented 1st Line Service Desk professional with an aptitude for problem solving IT issues and excellent customer support skills. You will be working as a key member of a growing Services team, delivering quality front‑line support to a variety of public and private sector businesses as well as internal CI staff.

Forming part of a dynamic 1st Line team, your key responsibilities include capturing and dealing with a broad range of customer requests and incidents; as well as developing our support model, building work instructions and documentation.

You will have a thirst to learn new skills in technology and delivering managed services. In return, the role offers an opportunity to work in a customer‑centric environment with a diverse and supportive team, and career opportunities to grow into roles at 2nd and 3rd Line levels.

As with all personnel within the business, the individual will also be required to show:

• A commitment to comply with the Company’s Information Security Policy.
• A commitment to promptly report any security weaknesses or incidents.
• A commitment to adopt and maintain a Health and Safety culture within the Group.

Experience Essential

• Providing basic/1st Line support for Desktop and Laptop operating systems.
• Knowledge of the Microsoft Office suite, especially regarding application support and troubleshooting.
• Knowledge of Microsoft Outlook, especially regarding application support and troubleshooting.
• Installation, configuration and troubleshooting software.

Experience Desirable

• Experience working on an IT service desk, especially in logging and resolving issues.
• Basic networking skills such as the setup of Wireless access points, switches, routers, and firewalls.
• Experience with Active Directory and Exchange to the extent of creating and managing users and permissions.
• Managing and the administration of desktop Antivirus software (e.g. Sophos).
• Experience of data backup and replication technologies (Veeam, EVault, Datto, Asigra etc.).
• An understanding of Printing and Unified Comms systems.
• An understanding of Virtualisation concepts and technologies.
• Familiarisation with monitoring toolsets (e.g. PRTG) and alert management.
• Utilising remote customer support tools, e.g. RDP, Logmein, etc.

Qualifications

• Minimum A-C in GCSE Math and English.