- Company Name
- Netteam tX Ltd
- Job Title
- 1st Line IT Support Technician
- Job Description
-
**Job Title**
1st Line IT Support Technician
**Role Summary**
Provide first‑line technical support for multiple clients’ end‑users in a service desk environment. Manage incidents from logging to resolution, diagnose and resolve hardware and software issues on Windows and Mac platforms, perform system upgrades, and maintain accurate documentation via PSA/RMM tools (e.g., Autotask, AEM, IT Glue). Deliver timely updates, adhere to security policies, and support continuous learning and knowledge sharing with teammates.
**Expectations**
- Work independently and collaboratively within a helpdesk team.
- Demonstrate proven troubleshooting and problem‑resolution skills across IT and non‑IT inquiries.
- Maintain comprehensive knowledge of IT principles, Microsoft Desktop/Server environments, Office 365, cloud backup/DRaaS, and client security practices.
- Utilize PSA/RMM systems for ticketing, remote diagnostics, and monitoring.
- Show willingness to learn new software and hardware, stay current with emerging technologies, and contribute to process improvement.
- Communicate clearly, professionally, and respectfully with non‑technical users.
**Key Responsibilities**
1. Handle inbound calls, log tickets, and respond to service requests in PSA system.
2. Provide rapid, efficient solutions to technical queries, escalating per protocol when required.
3. Install, configure, upgrade, and troubleshoot client hardware and software (Windows & Mac).
4. Execute laptop pre‑builds and post‑builds; set up new devices for client base.
5. Update and manage client site documentation in IT Glue.
6. Comply with Information Security policies and maintain data protection standards.
7. Plan daily workload, prioritize tasks, and meet defined KPIs.
8. Stay abreast of new technology introductions and apply knowledge in support activities.
**Required Skills**
- Troubleshooting and diagnostic expertise (hardware, software, network).
- Experience with PSA/RMM tools (Autotask, AEM, IT Glue).
- Proficiency in Microsoft Windows Server/Desktop and cloud environments (Office 365, Azure/Backup/DRaaS).
- Remote diagnostics and monitoring capabilities.
- Strong written and verbal communication; ability to explain technical concepts to non‑technical users.
- Time‑management, prioritization, and pressure‑management.
- Willingness to self‑study and pursue continuous learning.
**Required Education & Certifications**
- IT related degree or equivalent IT qualifications (e.g., CompTIA A+, Network+, Microsoft certifications).
- Relevant industry certifications preferred but not mandatory.
Manchester, United kingdom
On site
03-02-2026