1st Line Technical Support Analyst - Sidcup

Itrm; Sidcup; On-site; GBP 25,000 - 35,000; Full time

Job summary

A Managed Service Provider in Sidcup is seeking a 1st Line Technical Support Analyst to be the first point of contact for clients needing IT assistance. In this role, you will troubleshoot common technical issues, ensure high first-time-fix rates, and communicate effectively with users. The ideal candidate should possess skills in Microsoft 365, Active Directory, and be a calm problem solver. This position offers a chance to grow in a supportive team environment.

Qualifications

• Strong organisational and prioritisation skills.
• Ability to remain calm under pressure.
• Effective listening and problem-solving abilities.

Responsibilities

• Act as the first point of contact for technical issues.
• Troubleshoot common IT issues, including software errors and network connectivity.
• Handle account creation and software installations.

Skills

Microsoft 365 admin

Active Directory

Basic networking (DNS, DHCP, VPN, Wi-Fi)

Remote tools & PSA platforms

Endpoint security principles

Job description

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1st Line Technical Support Analyst: Sidcup-Based Role

Role Summary

As a 1st Line Technical Support Analyst, you are the first point of contact for clients requiring IT assistance within our Managed Service Provider (MSP) environment. Your primary responsibility is to deliver exceptional customer service, achieve high first-time-fix rates, and ensure incidents and service requests are handled swiftly, professionally, and in alignment with our SLAs.

Site visits may occasionally be required as an exception rather than a routine responsibility, typically for simple troubleshooting or hardware swaps when remote resolution is not possible. This may also include a full-day on-site for one of our customers.

Key Responsibilities

• Act as the first point of contact for all incoming technical issues.
• Troubleshoot and resolve common IT issues, including login failures, software errors, hardware faults, and network connectivity.
• Perform structured triage and capture accurate information.
• Aim for high first-time fix rates.
• Escalate unresolved issues with clear notes.
• Handle account creation, password resets, mailbox updates, and software installations.
• Customer Experience & Communication
• Communicate clearly with users.
• Provide ticket updates and maintain ownership.
• Operational & Platform Tasks
• Use PSA/RMM tools, action monitoring alerts, support maintenance tasks, and maintain asset records.
• Create/update knowledge articles.
• Flag recurring issues.

Technical Skills

• Microsoft 365 admin
• Active Directory
• Basic networking (DNS, DHCP, VPN, Wi-Fi)
• Remote tools & PSA platforms
• Endpoint security principles

Soft Skills

• Calm under pressure
• Strong organisation and prioritisation
• Listening & problem solving
• Team player with a growth mindset

KPIs

• First-time fix rate
• SLA adherence
• CSAT feedback