Information Technology Support Technician

CenCom Solutions; Wadhurst; On-site; GBP 23,000 - 29,000; Full time

Job summary

CenCom Solutions is seeking a 1st Line Service Desk Technician to join our IT Support / Managed Services team in the UK. You will be the first contact for CenCom clients, logging requests, triaging priorities, and providing initial troubleshooting according to documented procedures.

You will maintain case notes in Dynamics 365, escalate when needed, and contribute to knowledge base improvements. A DBS check and UK driving licence may be required, with standard office hours Monday to Friday.

Qualifications

• Experience in frontline IT support and logging incidents.
• Familiarity with Dynamics 365 and Microsoft 365 administration.
• Ability to triage and resolve common issues per documented procedures.
• Willingness to escalate when deeper expertise is required.

Responsibilities

• Receive and log support requests, confirm user and client details, assess impact and urgency, and assign priority.
• Provide first-contact troubleshooting for Windows, Microsoft 365, printing, connectivity, and VoIP issues using approved procedures.
• Resolve standard requests within documented permissions, including basic account and software support.
• Maintain accurate case notes and evidence in Dynamics 365, including actions taken and resolution details.
• Keep users informed, verify service restoration, and close cases with clear records.
• Review N‑able alerts and routines, perform first-line actions, and route complex alerts for investigation.
• Escalate cases when troubleshooting is exhausted or requires specialist access.
• Contribute to knowledge base with fixes and procedural notes.
• Assist with endpoint preparation, onboarding/offboarding, and client-site visits as needed.

Skills

Customer support

Ticketing system

Dynamics 365

Microsoft 365

Tools

N-able

Microsoft 365 admin

VoIP systems

Job description

Front-line support, triage and effective first-contact resolution

Department

IT Support / Managed Services

Reports to

Helpdesk Manager

Working hours

Monday to Friday, 08:30 to 17:30, with a one-hour unpaid break normally taken between 12:00 and 14:00, subject to operational cover requirements.

Core systems

Microsoft Dynamics 365, N-able, Microsoft 365 administration portals, client systems, vendor portals and approved documentation and communication channels.

The 1st Line Service Desk Technician is the first point of contact for CenCom managed service clients. The role focuses on accurately logging and prioritising requests, resolving common and documented issues, maintaining clear communication, monitoring alerts, and escalating cases with complete diagnostic information when they require higher authority or deeper technical expertise.

Key responsibilities

• Receive and log support requests, confirm user and client details, assess impact and urgency, and apply the correct case categorisation and priority.
• Provide first-contact troubleshooting for common user, Windows device, Microsoft 365, printing, connectivity, application and VoIP issues using approved procedures and knowledge articles.
• Resolve standard requests within documented permissions, including routine account, endpoint and software support tasks.
• Maintain accurate case notes, time entries, user communications, actions taken, evidence gathered, escalation details and resolution notes in Dynamics 365.
• Keep users informed at appropriate intervals, confirm service restoration, and close cases only when the outcome and resolution are clearly recorded.
• Review N‑able alerts and managed checks, complete documented first-line actions, and route alerts requiring investigation or remediation.
• Escalate cases promptly when troubleshooting steps are exhausted, greater access is required, risk is identified, or the issue is outside first-line scope.
• Contribute fixes and clear procedural notes to the knowledge base and identify gaps in existing documentation.
• Support endpoint preparation, user onboarding and offboarding, client onboarding checks, stock handling and site visits where assigned.

Role scope and escalation boundary

Owns initial assessment, routine diagnosis and standard resolution. The role does not independently approve or implement high‑risk changes, make material configuration changes outside approved procedures, or retain cases that require specialist access. Escalations must include impact, urgency, symptoms, evidence, checks completed, results and the recommended next action.

Core competencies

• Customer-focused communication and confident call and ticket handling.
• Structured troubleshooting using documented steps and sensible evidence gathering.
• Working knowledge of Windows, Microsoft 365, endpoints, basic networking, applications and VoIP.
• Accurate use of Dynamics 365, N‑able and approved support tools.
• Effective prioritisation, time management and willingness to ask for support early.
• Security awareness, confidentiality and least-privilege working.

Progression is demonstrated through consistently strong case quality, increasing first‑contact resolution, broader capability across the supported estate, reliable judgement about risk and escalation, and readiness to own more complex work. Development should include mentoring, internal learning, practical experience, vendor training and agreed certifications.

Security, compliance and operational requirements

• Follow CenCom security, compliance, access control, data protection, remote support and change processes at all times.
• Be eligible to work in the UK and provide relevant supporting documentation. The role may require DBS checks, background screening and attendance at client sites.
• Hold and maintain a full UK driving licence and promptly notify the company of any change that may affect the ability to drive for work purposes.