Hybrid 1st Line IT Support Specialist

Equals Group PLC; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Equals Group PLC is seeking a Workplace IT Support - 1st Line to provide first-level technical support for end users. You will log, triage and resolve IT requests, acting as the primary contact for IT-related issues and supporting a range of devices and platforms.

The role emphasizes customer service, clear communication, and adherence to ITIL-aligned processes, with hybrid working across teams and occasional on-call support.

Qualifications

• Experience in a 1st Line IT Support or Service Desk role.
• Strong customer service and communication skills.
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP).

Responsibilities

• Serve as the first point of contact for IT support via Slack and ticketing system.
• Log, categorise, prioritise, escalate, and resolve IT issues in line with SLAs.
• Provide first-time fixes where possible and escalate unresolved issues to higher support levels.
• Communicate status and resolution times clearly to users.
• Troubleshoot hardware, software, and network issues on desktops, laptops, printers, and peripherals.
• Support Windows and/or macOS operating systems and Microsoft 365 applications.
• Set up IT equipment for new starters and collect leavers' gear.
• Maintain asset records and follow IT security procedures.

Skills

1st Line IT Support

Customer service

Networking basics

Tools

Jira

Job description

Equals Group PLC is seeking a Workplace IT Support - 1st Line to provide first-level technical support for end users. You will log, triage and resolve IT requests, acting as the primary contact for IT-related issues and supporting a range of devices and platforms.

The role emphasizes customer service, clear communication, and adherence to ITIL-aligned processes, with hybrid working across teams and occasional on-call support.