First Line Support Technician

Restore Technology; Runcorn; On-site; GBP 23,000 - 28,000; Full time

Job summary

A technology services company located in Runcorn is seeking a First Line Support Technician to provide high-quality technical support to staff and manage IT queries. The role involves troubleshooting hardware, software issues, and user account management. Ideal candidates should have strong customer service skills, familiarity with Windows OS, previous IT support experience, and relevant IT certifications. This permanent, full-time position supports a supportive team environment and offers opportunities for professional development.

Qualifications

• Familiarity with Windows operating systems and basic networking concepts.
• Previous experience in IT support or service desk role.
• Ability to manage multiple tasks and prioritise workload.

Responsibilities

• Provide first line helpdesk support via phone, email, and ticketing systems.
• Diagnose and troubleshoot hardware, software, and network issues.
• Support user account management including password resets.

Skills

Customer service

Problem-solving

Communication

Time management

Education

Relevant IT certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)

Tools

Ticketing systems

Remote support tools

Job description

First Line Support Technician

Restore Technology

Location: Runcorn, WA7 1PZ

Contract Type: Permanent - Full Time

Hours: Mon - Fri 37.5 hours week - 09:00 - 17:00

As a First Line Support Technician, you will be the initial point of contact for IT queries, service requests and incidents across Restore Technology. You will provide high‑quality technical support to colleagues based at our Runcorn site, our other operational depots, and remote or hybrid colleagues. You’ll play a key role in keeping our IT services running smoothly by diagnosing and resolving issues, escalating more complex problems when required, and supporting day‑to‑day IT operations. There may be occasional travel to other Restore Technology sites.

Responsibilities

• Provide first line helpdesk support via phone, email and ticketing systems
• Diagnose and troubleshoot hardware, software and basic network issues
• Configure and deploy workstations, printers and other IT equipment
• Support user account management, including account creation, password resets and access permissions
• Install, update and support common business applications, including Microsoft Office and email clients
• Carry out basic troubleshooting of Wi‑Fi and LAN connectivity issues
• Maintain accurate records of support requests, resolutions and IT assets
• Escalate unresolved issues to second line support or external providers as appropriate
• Identify recurring issues and contribute to proactive solutions and improvements
• Support IT projects and continuous improvement initiatives across the business

Qualifications

• Familiarity with Windows operating systems, basic networking concepts and standard business applications
• Strong customer service and problem‑solving skills
• Excellent verbal and written communication skills
• Ability to manage multiple tasks and prioritise workload effectively
• Previous experience in an IT support or service desk role
• Relevant IT certifications such as CompTIA A+, ITIL Foundation or Microsoft Fundamentals
• Experience using ticketing systems and remote support tools

We assess candidates based on their experience and suitability for the role, as outlined in their CV and application. You can let us know about any adjustments you may need via the application form.

As a Disability Confident employer, we guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.

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