First Line Technical Support

Phoenix Medical Supplies; Noordwes; On-site; ZAR 620 000; Full time

Job summary

A healthcare solutions provider is looking for a 1st Line Technical Support professional to join their team in South Africa. This role involves providing excellent customer service, managing IT incidents, and working in line with ITIL processes. Candidates should have experience in an IT field, strong troubleshooting skills, and familiarity with various IT tools and practices. The position offers a competitive salary and benefits, and operates Monday to Friday.

Benefits

22 days annual leave plus bank holidays

Medicash health cash plan

Employee Assistance Programme

Qualifications

• Experience in an IT field role with exposure to ITIL processes.
• Exceptional customer service and communication skills.
• Practical experience with Windows Server and Active Directory.

Responsibilities

• Provide incident management and request fulfilment as a first point of contact.
• Ensure adherence to SLA targets for ticket resolution.
• Monitor business systems for performance and availability.

Skills

Customer Service

Troubleshooting

Communication Skills

Active Directory Administration

Microsoft Windows Server

Tools

Microsoft Exchange

TCP/IP Troubleshooting

Avaya Telephone System

Job description

Job Type: Permanent
Job Sector: Unspecified
Region: North West
Location: Runcorn
Salary Description: Competitive
Posted: 13/02/2026
Recruiter: Phoenix Medical Supplies
Job Ref: kal-PHOENIXMedicalSuppliesLimited-46290-63737-en
Job Views: 2

Job Title: 1st Line Technical Support
Location: Runcorn
Salary: £28,461.32
Working Pattern: Monday to Friday 09.00 – 17.15, 37.5 hour per week

About Us

At Phoenix Medical Supplies, we pride ourselves on delivering top class, business relevant solutions to the UK healthcare industry. Join us and be a part of a team that really makes a difference.

Key Responsibilities

• In accordance with the defined ITIL processes provide incident management, request fulfilment, and access management services as a first point of contact.
• Ensure tickets are actioned in accordance with agreed SLA targets, using escalation processes where necessary.
• Develop solutions and workarounds for incidents and problems where none exists.
• Work cross-functionally within the IT Department to ensure the successful transition of new services into production, including installing, configuring and updating devices and applications.
• Ensure the CMDB is updated in a timely manner to reflect details of such changes.
• Contribute to the process of Continuous Service Improvement by making suggestions of improvements to policies, processes and procedures.
• Assist in meeting team and service performance KPIs in agreement set within the IT Service Operation Function.
• Ensure that relevant IT and Data Security standards & policies are met at all times.
• Monitoring of key group business systems for performance and availability through event and system monitoring resulting in reactive and proactive management of infrastructure and applications.
• Support the Platform Specialists to perform client and server patching as and when required.
• Create and maintain knowledgebase articles and documentation.

What We’re Looking For

• Experience of working on an IT field role along with exposure of ITIL processes is desirable.
• Experience of working in a customer facing environment on telephone and face to face.
• Experience within IT service delivery.
• Exceptional Customer Service.
• Excellent interpersonal, communication and customer service skills.
• Excellent troubleshooting and problem solving skills.
• Practical experience of some or all of the mandatory skills: Microsoft Windows Server and desktop operating systems; Active Directory administration; MS Exchange administration; Microsoft RDS administration; Hardware, peripherals, mobile devices; TCP/IP, LAN and WAN troubleshooting.
• Practical skills with specialist applications (desirable): CSD, PlanetPress, VIS, ProScript Connect, Buetema, MDEM, ultePOS, Avaya telephone system administration including Contact Centre.

What We Offer

• 22 days (pro rata) annual leave plus bank holidays, increasing with length of service.
• Medicash – a health cash plan to support everyday healthcare costs (e.g. eyecare, prescriptions).
• iTrent Financial Wellbeing – an app to help manage and access your pay flexibly.
• High street discounts and offers.
• Employee Assistance Programme (EAP).
• Contributory Pension Scheme.
• Fully funded accredited training programmes through the Apprenticeship Scheme.
• INDPMS.