1st Line Support Technician

TieTalent; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in IT services is seeking a 1st Line Support Technician to provide exceptional support to over 5,000 end users. The role involves diagnosing IT issues, maintaining case records, and ensuring customer satisfaction in a dynamic environment. Candidates should have strong customer service skills and experience in desktop support. Join a team committed to continuous improvement and excellence.

Benefits

Private Medical

Pension

25 days annual leave

Gym Membership

Cycle to Work Scheme

Employee Assistance Programme

Qualifications

• Experience in Desktop Support and Systems Administration.
• Strong customer service skills and ability to handle technical issues.

Responsibilities

• Diagnose and resolve IT problems within service level agreements.
• Maintain accurate case records using the IT Helpdesk system.
• Handle customer calls regarding technical issues.

Skills

Customer Service

Active Directory

Job description

About

Job Title: 1st Line Support Technician

Contract Type: Permanent Full-Time

Salary: Up to £ dependent on experience

Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

Office Location/Working Policy: Onsite

Working Hours: Shift Pattern

What to wear: Smart casual

The Role

You will provide support to our customers, working across various technologies and setups. Whether over the phone, via remote assistance, or on-site, you will handle each case with professionalism and excellent customer service skills.

You will support over 5,000 end users within an ISO-accredited environment, emphasizing excellence and continuous improvement. The role offers a flexible shift schedule balancing onsite and remote work.

Role Responsibilities

• Diagnose and resolve IT problems within service level agreements.
• Maintain accurate case records using the IT Helpdesk system.
• Follow up proactively to ensure customer satisfaction and meet KPIs.
• Handle customer calls regarding technical issues.
• Attend customer premises for hardware troubleshooting.
• Create and manage Active Directory objects.
• Perform administrative tasks related to phone systems.
• Update and install software on workstations and servers.
• Raise cases from emails and proactive monitoring.
• Escalate issues as needed.
• Contribute to Knowledge Base articles.
• Suggest improvements aligned with ISO standards.

The Interview Process

Screening call: Phone interview with recruitment team.

First interview: Video call with Hiring Manager and team.

Second interview: Onsite face-to-face, possibly including a task or presentation.

About Acora

Founded over 25 years ago, we aim to improve end user satisfaction through premium IT services. Our mission is to unleash people's potential via exceptional IT experiences.

Our core values are:

1. Be the best you can be: Embrace growth and continuous improvement.
2. We do what we say: Follow through on commitments with reliability and clear communication.
3. Together we win: Foster strong relationships and shared goals to succeed as a team.

Applicants must have full rights to work in the UK. We are committed to equal opportunity and inclusivity, providing reasonable accommodations for individuals with disabilities.

Nice-to-have skills

• Active Directory
• Customer Service

Work experience

• Desktop Support
• Systems Administrator

Languages

• English