First Line Support

Job Title: 1st Line Technical Support Technician

Why Join Us?

• Join a growing software solutions provider focused on delivering innovative, user-centric platforms across multiple industries.
• Work in a supportive team environment with structured onboarding, training, and progression opportunities.
• Enjoy a path to hybrid working following initial in-office integration and performance review.
• Contribute directly to the development and improvement of real-world technology solutions.
• Collaborate closely with product and development teams in a company that values customer insight and continuous improvement.

Key Role Responsibilities:

• Provide first-line technical support via phone, email, and service desk systems, ensuring timely issue triage and resolution.
• Document, escalate, and track support tickets accurately using internal systems.
• Conduct testing of bug fixes and new product features in collaboration with development teams.
• Assist in maintaining support documentation, training materials, and internal knowledge bases.
• Support IT equipment setup for office users and new starters, including hardware and software configuration.
• Participate in a shared on-call rota following successful completion of probation.

Key Attributes Required:

• Previous experience in a customer-facing or technical support environment.
• Strong communication skills, with the ability to prioritise and document technical issues effectively.
• Basic understanding of troubleshooting software and systems.
• A problem-solving mindset with a proactive approach to learning and process improvement.
• Desirable: Familiarity with support ticketing tools, Microsoft administration tools (e.g. Entra ID, Intune), cloud technologies (e.g. AWS), or relational databases (e.g. PostgreSQL).