1st Line Support Specialist - Systems Integrator

Hamilton Barnes Associates Limited; Greater Manchester; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

A leading provider of managed services in the UK is looking for someone to lead a high-performing sales development team focused on digital transformation. You'll act as the first point of contact for technical support issues and need to be excellent at customer service. This role offers a clear career path and hands-on training with a competitive salary of up to £30,000 plus a £3,100 shift allowance. Initial training will be based in Manchester, with remote work available afterward.

Benefits

Clear career path

Hands-on training

Access to a wide technical stack

Qualifications

• Calm under pressure and solution-focused.
• Eligible for SC (NPPV3) clearance.
• Hungry to learn and grow.

Responsibilities

• Act as the first point of contact for technical support.
• Monitor alarm and alert systems.
• Carry out user admin tasks and work with Avaya and Netsapiens.
• Learn systems thoroughly within the first three months.
• Work on a 12-week rotating shift pattern.

Skills

Excellent customer service

Experience with service desk systems

Ability to work nights and weekends

Willingness to learn and grow

Tools

ServiceNow

Remedy

Salesforce

Job description

Ready to lead a high-performing sales development team driving digital transformation?

Join a leading provider of intelligent managed services and secure communication solutions, empowering organisations to modernise and connect through innovative technology. The organisation is recognised for their excellence in cloud, collaboration, and cybersecurity solutions that transform enterprise operations.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Act as the first point of contact for all technical support issues – triaging, troubleshooting, and escalating where needed.
• Monitor alarm and alert systems (like PRTG and SolarWinds) and respond to service triggers.
• Carry out user admin tasks (e.g. adding/removing users), work with Avaya and Netsapiens platforms.
• Learn the systems inside out within your first three months, developing a deep understanding of the tools and when to escal.
• Work on a 12-week rotating shift pattern that includes evenings, overnights, and weekends.

Skills / Must have:

• Excellent customer service – calm under pressure, solution-focused, and professional.
• Experience with service desk or helpdesk systems such as ServiceNow, Remedy, or Salesforce.
• Willing and able to work nights and weekends on a rotating basis.
• Must be eligible for SC (NPPV3) clearance – you'll be supporting critical, secure environments.
• Hungry to learn and grow – you want to move up and you’re not afraid to put in the work.

Benefits:

• Clear career path into 2nd and 3rd line support – we promote from within.
• Hands‑on training, 1:1 mentoring, and access to a growing knowledge base.
• Remote shift work after initial training period.
• Access to a wide technical stack – VOIP, Salesforce, virtualisation, and more.
• Tight‑knit, ambitious team that values growth and results over hierarchy.

Location:

• Manchester-based for the first 3 months (ideally 5 days/week in office, minimum 3).
• After that, fully remote during shifts but you must be within commuting distance for training.

Salary:

• Up to £30,000 base + £3,100 shift allowance
• (Overtime opportunities available)