IT 1st Line Support

Cast UK Limited; Theale; On-site; GBP 27,000 - 30,000; Full time

Job summary

Cast UK Limited is recruiting an IT 1st Line Support to join our Theale IT function. In this role you will be the first point of contact for IT requests, supporting users across hardware, software and networks while developing exposure to a wide range of technologies.

Based in Theale with occasional travel to other sites, you will log incidents, manage requests and provide frontline support for Microsoft 365, Active Directory, SharePoint and Exchange.

Qualifications

• At least 1 year in a corporate 1st Line IT support environment.
• Strong communication, organisation and customer service skills.
• Proactive approach with ability to work independently.
• Experience installing, configuring, deploying and troubleshooting IT hardware, software and networks.
• Experience supporting Microsoft 365, Active Directory, SharePoint and Exchange.
• Experience supporting Android and iOS devices.
• Experience using a service desk/ticketing system.
• Knowledge of Active Directory, DNS, DHCP, virtualization and business networking.
• Understanding of IT security principles (firewalls, antivirus, web filtering, data protection).
• Knowledge of switches, routers, LAN/WAN, TCP/IP, VLANs, VPNs, SSL/IPSec.

Responsibilities

• Act as the first point of contact for IT support requests via telephone, email and face-to-face.
• Log, manage and resolve incidents and service requests through the ticketing system.
• Provide first-line support across Microsoft 365, email, business applications, hardware, networks and peripherals.
• Support the full user lifecycle including onboarding, offboarding, access changes and account administration.
• Configure and support laptops, mobile devices, tablets, printers and other IT equipment.
• Provide remote desktop support, including troubleshooting and software installation.
• Carry out routine system and network checks to identify potential issues.
• Diagnose and resolve hardware, software and network faults.
• Work with third-party suppliers and internal IT teams on complex issues.
• Support VIP users and assist with IT equipment moves or changes.
• Assist with network maintenance and upgrades (switches, routers, servers, cabling).
• Create and maintain knowledge base articles and SOPs.
• Work to agreed service levels and standard ITSM practices.
• Travel to other company sites to provide hands-on IT support.

Skills

1st Line IT Support

Corporate environment

Customer service

Microsoft 365

Active Directory

SharePoint

Exchange

Android/iOS

Service desk

Networking

Job description

IT 1st Line Support
Theale
£27,000 - £30,000 per annum

The Opportunity

We're working with a leading, multi-site organisation that is looking to appoint an IT 1st Line Support to join its IT function.

This is a fantastic opportunity for an IT professional looking to develop their technical skills within a supportive and collaborative environment. You'll act as the first point of contact for IT support across the business, providing a high-quality service to users while gaining exposure to a broad range of technologies, systems and infrastructure.

The role is based in Theale, with occasional travel to supported sites required, including monthly divisional visits.

The Role

As an IT 1st Line Support, you'll provide day-to-day technical support across hardware, software, applications, networks and user access.

Your responsibilities will include:

• Acting as the first point of contact for IT support requests via telephone, email and face-to-face.
• Logging, managing and resolving incidents and service requests through their ticketing system.
• Providing first-line support across Microsoft 365, email, business applications, hardware, networks and peripherals.
• Supporting the full user lifecycle, including new starters, leavers, access changes and account administration.
• Configuring and supporting laptops, mobile devices, tablets, printers and other office IT equipment.
• Providing remote desktop support, including troubleshooting, software installation and basic remediation.
• Carrying out routine system and network checks to identify potential issues.
• Diagnosing and resolving hardware, software and network faults.
• Working with third-party suppliers and internal IT teams to escape and resolve more complex issues.
• Supporting VIP users where required.
• Assisting with IT equipment, software and user moves or changes.
• Supporting colleagues with network maintenance and upgrades, including switches, routers, servers and cabling.
• Creating and maintaining knowledge base articles and standard operating procedures.
• Working to agreed service levels and recognised IT service management practices.
• Travelling periodically to other company sites to provide hands‑on IT support.

About You

We're looking for someone with at least one year's experience in a corporate 1st Line IT Support environment who is keen to develop their technical career.

You’ll ideally have:

• Experience providing 1st Line IT support within a corporate environment.
• Strong communication, organisation and customer service skills.
• A proactive approach, with the confidence to take ownership and work independently.
• Experience installing, configuring, deploying and troubleshooting IT hardware, software and networks.
• Experience supporting Microsoft 365, Active Directory, SharePoint and Exchange.
• Experience supporting Android and iOS devices.
• Experience using a service desk/ticketing system
• A working knowledge of Active Directory, DNS, DHCP, virtualisation and business networking.
• An understanding of IT security principles, including firewalls, antivirus, web filtering and data protection.
• Knowledge of networking technologies including switches, routers, wireless access points, LAN/WAN, TCP/IP, VLANs, VPNs, SSL and IPSec.
• A full UK driving licence.

If you're an IT support professional with a strong customer focus, a proactive attitude and a genuine desire to develop your technical career, this could be an excellent next step.