1st Line Support Technician

As 1st Line Support you’ll be responsible for a mix of break-fix incidents & service requests from multiple clients. You will work on a wide range of leading edge technologies, have the opportunity to further your skills and work with enthusiastic IT professionals. You will operate predominantly on our service desk where you will be responsible for providing excellent Customer Service to our clients and offering them support.

  • POSITION:Full time
  • SALARY:£18,000 - 21,000

Key responsibilities

  • Troubleshooting and resolving problems associated with both software and hardware
  • Manage, categorise and prioritise all tickets from the monitoring system
  • Good first time fix rate
  • Responsible for providing excellent Customer Service
  • Respond to client tickets requests either via phone or email
  • Log cases, resolve technical incidents and service requests efficiently in accordance with internal processes and procedures
  • Ensure our case management system and our customers are kept up to date
  • Develop a good understanding of our client base whilst building and maintaining good client relationships

Person specification


  • Be able to deliver exceptional customer service
  • Experience in a similar role or have excellent IT knowledge
  • Team player with good interpersonal and communication skills
  • Positive attitude with a 'can do’ approach
  • Ability to remain calm in a pressured environment
  • Reliable, good work ethic and willingness to learn

Desired (nice to have but not required)

  • Basic MS exchange admin skills
  • Working knowledge of Windows desktop operating system
  • Experience in a similar helpdesk environment
  • Knowledge of server operating system and network architecture (DNS, DHCP, TCP/IP)
  • Knowledge of MS Active Directory

Why work for us?

We have a strong company culture and a fantastic work environment – so if the job looks right for you, then come and join our thriving team.


Our head office is located in the town of Portishead, on the outskirts of Bristol. With close links to the M4/M5 corridor we are in a very accessible location.

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