IT Support / Technical Support / 1st Line

Reed Technology; Fleet; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

35-hour working week

25 days annual leave

Bonus scheme

Info security & ISO 27001 training

Job summary

Reed Technology in Fleet, England is seeking a 1st Line IT Support consultant to be the first point of contact for customers. You will respond quickly, troubleshoot, and communicate clearly while ensuring customers feel confident in the systems they use.

Day-to-day includes handling tickets on hardware/software/login issues, basic troubleshooting for Windows 11 and Office 365, and educating users on phishing awareness. A hybrid working pattern is offered.

Qualifications

• Previous experience in an IT support role.
• Knowledge of Windows 11 and Office 365 basics.
• Basic understanding of ITIL principles and Active Directory, Azure Sync basic checks.
• Clear and professional communication skills.
• Ability to empathize with users, manage time effectively, and troubleshoot basic technical issues.
• Multitasking and prioritising skills, adaptability to user needs, ownership of issues, and effective team collaboration.

Responsibilities

• Handle incoming support tickets related to hardware, software, and login issues.
• Perform basic troubleshooting for Windows 11, Office 365, Active Directory, and Azure login issues.
• Address queries about email flow, track & trace messages, monitor quarantined emails, and educate users on phishing awareness.
• Create user accounts, mailboxes, and arrange for the deployment of software through automated or manual means.
• Perform basic network or hardware troubleshooting.
• Log tickets with clear, concise notes, update documentation, and ensure compliance with company processes.

Skills

Customer communication

Multitasking

Problem solving

Time management

User empathy

Tools

Windows 11

Office 365

Active Directory

Azure

ITIL basics

Job description

IT Support / Technical Support / 1st Line

Location: Fleet

Job Type: Full-time

Hybrid workingTechnical Support Consultant, where you will be the first point of contact for customers, providing rapid response, troubleshooting, and exceptional customer interaction. This role is crucial in ensuring that customers feel supported and confident in the systems they are using.

Day-to-day of the role:

• Handle incoming support tickets related to hardware, software, and login issues.
• Perform basic troubleshooting for Windows 11, Office 365, Active Directory, and Azure login issues.
• Address queries about email flow, track & trace messages, monitor quarantined emails, and educate users on phishing awareness.
• Create user accounts, mailboxes, and arrange for the deployment of software through automated or manual means.
• Perform basic network or hardware troubleshooting.
• Log tickets with clear, concise notes, update documentation, and ensure compliance with company processes.

Required Skills & Qualifications:

• Previous experience in an IT support role
• Knowledge of Windows 11 and Office 365 basics
• Basic understanding of ITIL principles and Active Directory, Azure Sync basic checks.
• Clear and professional communication skills.
• Ability to empathize with users, manage time effectively, and troubleshoot basic technical issues.
• Multitasking and prioritising skills, adaptability to user needs, ownership of issues, and effective team collaboration.

Benefits:

• 35-hour working week with a hybrid working arrangement.
• 25 days annual leave, increasing by 1 day each year up to a total of 30 days.
• Eligibility for company bonus scheme.
• Opportunities for professional development and training in information security and compliance with ISO 27001 standards