First Line Support Technician

Restore Plc; Runcorn; On-site; GBP 25,000; Full time

Job summary

A technology support company is looking for a First Line Support Technician in Runcorn. You will be the first point of contact for IT queries, providing high-quality support to both on-site and remote colleagues. The ideal candidate should have familiarity with Windows and networking concepts, excellent customer service skills, and relevant IT certifications. This is a full-time permanent role with competitive salary and standard business hours from Monday to Friday.

Qualifications

• Experience in IT support or service desk role.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks effectively.

Responsibilities

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

Skills

Customer service

Problem-solving

Windows operating systems

Basic networking concepts

Microsoft Office

Education

CompTIA A+

ITIL Foundation

Microsoft Fundamentals

Tools

Ticketing systems

Remote support tools

Job description

Job Details

Job Title: First Line Support Technician
Location: Runcorn, WA7 1PZ
Contract Type: Permanent - Full Time
Hours: Mon - Fri 37.5 hours week - 09:00 - 17:00
Salary: £25,000

ABOUT THE ROLE

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

ABOUT YOU

• 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