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We are looking for a motivated and customer-focused 1st Line IT Support Technician to join our busy support team. You will be based in our Stonehouse office, Gloucestershire.

As the first point of contact for our clients, you will be responsible for troubleshooting and resolving technical issues, providing excellent customer service.

Key Responsibilities

• Provide first-line support via Microsoft Teams chat and email to customers experiencing technical issues.
• Troubleshoot hardware and software issues, offering effective solutions to resolve them.
• Log and manage tickets using our IT service management tool.
• Connect up and fix technical issues for end users using our remote-control system.
• Escalate more complex issues to the 2nd Line Support team.
• Document resolutions and knowledge articles for future reference and to ISO27001 standards and create instructions on resolutions and installations for other team members to follow.
• Contact 3rd party suppliers for technical resolution and licensing issues with applications used within AWL.
• Maintain a proactive approach in resolving recurring technical issues.
• Ensure all service-level agreements (SLAs) are met within designated timeframes.

• Previous experience in IT support or a customer service role is preferred.
• Strong problem-solving skills and attention to detail.
• Good knowledge of Windows desktop and server operating systems.
• Familiarity with Active Directory, Office 365, PowerShell and common IT applications.
• Excellent communication skills, both verbal and written.
• A customer-centric attitude with the ability to remain calm under pressure.
• Ability to work well in a team environment and collaborate with colleagues.

• IT-related certification (e.g., CompTIA A+, ITIL Foundation) is a plus but not essential.
• Relevant IT degree or equivalent experience is advantageous.

If you are an experienced commercial professional looking for an autonomous role where you can make a real difference, while helping our customers maximise asset value and optimise availability, we want to hear from you.

To apply, please send your CV and covering letter to recruitment@allanwebb.co.uk.

Our customers demand confidentiality and discretion. You will require the right to work in the UK. The successful candidate will also need to hold SC level security clearance.

Allan Webb Ltd is an equal opportunities employer, proudly supporting the Armed Forces Covenant, and welcomes applications from all suitably qualified individuals, including service leavers, veterans, reservists, and military spouses/partners.