1st Line IT Support Technician - Agilis Search : Job Details

We are seeking a proactive and customer-focused 1st Line IT Support Technician to join our client’s growing tech team in Ipswich on a permanent basis.

You will be the first point of contact for IT-related queries, providing exceptional customer service and ensuring efficient resolution of technical issues.

Working within a Microsoft Azure and Office 365 environment, you will manage support tickets, troubleshoot hardware and software issues, and escalate complex problems where necessary.

Key Responsibilities:

• Act as the first point of contact for all IT-related support queries via phone, email, and ticketing system.
• Log, prioritise, and manage IT support tickets, ensuring timely resolution in line with SLAs.
• Provide first-line support for Microsoft Azure, Office 365, and Windows-based environments.
• Troubleshoot and resolve hardware, software, and network issues.
• Escalate complex issues to 2nd and 3rd line support teams as required.
• Assist in user account management, including password resets, permissions, and security updates.
• Deliver outstanding customer service, ensuring users are kept informed throughout the support process.
• Maintain accurate documentation of incidents, solutions, and IT processes.

Skills & Experience Required:

• Previous experience in a 1st Line IT Support or similar role.
• Proficiency with Microsoft Azure, Office 365, and Windows operating systems.
• Experience with ticketing systems and IT service management (ITSM) tools.
• Understanding of basic networking principles (DNS, DHCP, VPN, etc.).
• Excellent problem-solving and troubleshooting skills.
• Strong communication and customer service skills with the ability to explain technical issues in a non-technical manner.
• Ability to work independently as well as collaboratively within a team.
• IT-related certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation (desirable but not essential).

Why Join?

• Competitive benefits package.
• Opportunities for career progression and further training.
• A supportive and inclusive team environment.
• Exposure to cutting-edge cloud technologies.

If you are a tech-savvy individual with a passion for IT support and excellent customer service skills, we’d love to hear from you!

Get in touch with Matt who will be able to assist you.