1st Line IT Support Technician

We are currently looking for a proactive and organized 1st Line IT Support Technician to join our team. In this role, you will be the first point of contact for our employees, specifically supporting our fast-paced Call Centre operations. For key tasks training will be provided.

You will play a key role in maintaining our IT infrastructure, managing user requests, and ensuring our hardware inventory is accurate. This role is office-based due to the requirement of handling physical hardware assets.

Key Responsibilities:

• Ticket Management: Acting as the first point of contact for IT issues, logging and resolving tickets via Freshdesk. You will ensure tickets are prioritized correctly according to business impact (SLA).
• User Lifecycle Management: Handling the full onboarding and offboarding process, including account creation in Active Directory, assigning Office 365 licenses, and setting up permissions.
• Asset Management: Maintaining a strict inventory of IT hardware (laptops, mobiles, docking stations) and managing stock levels.
• Hardware Configuration: Preparing, configuring, and deploying laptops; installing Windows operating systems and drivers.
• IT Administration: Providing basic administration for Active Directory.
• Hybrid Cloud Support: Assisting with the administration of our hybrid environment, including on-premise domains and Microsoft Entra ID

Requirements:

• Networking Knowledge: Basic understanding of networking fundamentals: IP addressing, Ports, MAC addresses, DHCP, DNS, Firewalls, and Switches.
• M365 & Admin Skills: Creating users, assigning licenses and basic Windows Server administration.
• Technical Skills: Experience with Windows 10/11 troubleshooting and installation.
• Soft Skills: Excellent communication skills, patience with non-technical users, and a problem-solving attitude.