1St Line Support

1st / 2nd Line Support

My client is seeking a proactive and customer-focused 1st Line / 2nd IT Technician to join our growing IT team. This is a fantastic opportunity for someone with a passion for technology and strong Microsoft 365 knowledge to develop their skills in a modern, cloud-first environment.

You'll be the first point of contact for IT support, helping end users resolve technical issues while ensuring excellent customer service. Working across Microsoft 365, Intune, and endpoint devices, you'll play a key role in keeping the business running smoothly.

Key Responsibilities

• Provide 1st line support to users via phone, email, and ticketing systems
• Troubleshoot issues across Windows 10/11, Microsoft 365, and mobile devices
• Manage users in Azure AD / Entra ID, including account setup and access control
• Support and administer Microsoft Intune (device enrolment, policies, compliance)
• Assist with hardware setup, laptop builds, and device provisioning
• Handle password resets, software installs, and basic network troubleshooting
• Escalate complex issues to 2nd/3rd line teams where required
• Maintain accurate documentation and update knowledge base articles

Skills & Experience

Essential:

• Experience in a 1st line IT support role or similar
• Good knowledge of Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Familiarity with Intune / endpoint management
• Understanding of Windows OS and basic networking (DNS, DHCP, TCP/IP)
• Excellent communication and customer service skills

Desirable:

• Exposure to Azure / Entra ID
• Experience with ticketing systems (e.g. ServiceNow, Jira, Freshservice)
• Basic understanding of cyber security principles
• Relevant certifications (MS-900, MD-102, CompTIA A+)