Junior IT Support Technician – First Line

SYSTEL UK; Cleckheaton; On-site; GBP 22,000 - 32,000; Full time

Job summary

SYSTEL UK, the Yorkshire-based subsidiary of SYSTEL SAS, is seeking a 1st Line Support Technician to provide first-level IT support to customers, log and qualify requests, and escalate issues when needed.

You will monitor systems with Centreon, create and maintain ITSM tickets, and deliver high-quality customer service as part of a friendly technical team. This role suits a junior technician starting in IT support.

Qualifications

• An interest in IT and technical support.
• Basic knowledge of IT systems and networks.
• Good spoken and written English.
• Good communication and customer service skills.
• Willingness to learn SYSTEL products, tools and support procedures.
• Structured and reliable approach to work.
• Previous experience in a Service Desk, Help Desk or IT support role would be beneficial but is not mandatory.

Responsibilities

• Receive customer incidents by telephone and through the ITSM tool.
• Create, update and maintain accurate support tickets.
• Collect the information required to understand and qualify the issue.
• Categorise and prioritise tickets according to procedures.
• Keep ticket information clear and up to date.
• Carry out initial technical checks and diagnosis.
• Resolve straightforward incidents using documented procedures and known solutions.
• Record troubleshooting actions in the ITSM tool.
• Identify incidents that cannot be resolved at 1st Line and escalate.
• Monitor customer systems using supervision tools such as Centreon.
• Review and acknowledge monitoring alerts.
• Perform first-level checks following an alert.
• Create incidents when required.
• Escalate alerts to the appropriate support team.

Skills

Interest in IT

IT systems knowledge

English proficiency

Customer service

Communication skills

Tools

Centreon

ITSM tools

Job description

SYSTEL UK, the Yorkshire-based subsidiary of SYSTEL SAS, is seeking a 1st Line Support Technician to provide first-level IT support to customers, log and qualify requests, and escalate issues when needed.

You will monitor systems with Centreon, create and maintain ITSM tickets, and deliver high-quality customer service as part of a friendly technical team. This role suits a junior technician starting in IT support.