First Line IT Technician

JWPM Ltd; Chelmsford; On-site; GBP 25,000; Full time

Job summary

A leading IT service provider is seeking a proactive 1st Line IT Deskside Support Technician for an office-based role in Chelmsford. The successful candidate will provide front-line technical assistance, troubleshoot a variety of issues, and ensure a high level of customer service. Applicants must have experience in IT support, knowledge of Windows and networking, and a full UK driving license. This position offers a salary of £25,000 plus benefits.

Benefits

Overtime pay

Time off in lieu (TOIL)

Benefits package

Qualifications

• Experience in 1st line IT support or service desk environment.
• Able to work independently and manage time effectively.
• Willingness to undergo and maintain security vetting.

Responsibilities

• Act as the first line of support for IT incidents.
• Troubleshoot hardware and software issues.
• Maintain accurate records of work and solutions.

Skills

Customer service skills

Problem-solving

Windows operating systems

TCP/IP protocols

Microsoft Office products

Education

GCSE in English and Mathematics

IT-related qualification

Tools

PowerShell

Microsoft Azure

Sophos

Job description

Service Desk Technician - Chelmsford

1st Line IT Deskside Support Technician

Location: Chelmsford (Office-Based)

Hours: Full-time, Monday to Friday (7.5-hour shifts between 08:00 and 20:00)

Salary: £25,000 per annum + Overtime/TOIL + Benefits

Driving Licence Required

Our client is seeking a proactive and technically capable 1st Line IT Deskside Support Technician to deliver front-line technical assistance to users across a range of operational sites. This is an office-based role in Chelmsford with occasional travel to other locations as needed.

About the Role

As a 1st Line Support Technician, you will be the first point of contact for technical issues—resolving incidents and service requests related to hardware, software, and connectivity. You’ll also provide in-person support for users at various client locations, including:

• Offices
• Courts
• Custody suites
• Other operational service sites

Support will include everything from basic PC and printer troubleshooting to software and connectivity issues involving switches, firewalls, and WAN connections. You’ll also assist with bespoke applications and contribute to the service desk function by logging, tracking, and escalating issues as required.

Key Responsibilities

• Act as the first line of support, logging and resolving IT incidents and service requests
• Provide deskside support for hardware, software, and peripheral issues
• Troubleshoot basic networking issues including switches, firewalls, and connectivity
• Maintain accurate records of work, solutions, and asset movements
• Ensure all tools, spares, and software are prepared before site visits
• Escalate complex issues to 2nd/3rd line or specialist teams as needed
• Keep the internal knowledgebase updated with common issues and solutions
• Assist with procurement and logistics of IT hardware to various locations
• Follow ITIL v4 support practices (training provided)

Skills and Experience

Essential:

• Previous experience in 1st line IT support or service desk environment
• Good knowledge of Windows operating systems and Microsoft Office products
• Familiarity with PC and printer troubleshooting
• Basic understanding of networking and TCP/IP protocols
• Strong problem-solving and customer service skills
• Able to work independently and manage time effectively
• Full, clean UK driving licence and access to your own vehicle
• Willingness to undergo and maintain security vetting (DBS, NPPV Level 3, HMPPS Cat A)

Desirable:

• Knowledge of Microsoft Azure, Meraki, Sophos, or SuperOps
• Experience with scripting (PowerShell/CMD)
• Previous experience in public sector or justice-related environments
• ITIL V4 Foundation certification or equivalent
• Additional IT certifications (e.g., MCP, MCDST, CCNA)
• Education and Qualifications:
• GCSE (or equivalent) in English and Mathematics
• IT-related qualification or relevant support experience
• Awareness of ITIL best practices
• Customer service training or certification (desirable)
• Working Hours and Location

This is primarily a full-time, office-based role in Chelmsford. Remote work can be discussed past probationary periods. You will work 7.5-hour shifts between 08:00 and 20:00, Monday to Friday. Occasional weekend work and additional hours may be required, with time off in lieu (TOIL) or overtime applicable.

https://jobs.emprogroup.co.uk/job/service-desk-technician-40.aspx