1st Line IT Support Technician

Location: Headquarters (Milton Keynes)

Department: IT

Job Type: Full-time (On-Site + Site visits)

About Makita (UK)

Makita is a global leader in the power tools and outdoor equipment industry, known for delivering high-quality products that meet the needs of professionals and end users alike.

At Makita (UK) we pride ourselves on customer service. We are a community orientated business that has been based in the Milton Keynes area for over 50 years.

If you are a proactive team player with excellent communication skills, a calm manner, a focus on customer service, and a passion for modern technology we want to hear from you!

As a 1st Line IT Support Technician, you will be the face of IT for our users, providing responsive onsite and remote support across the business. You will act as the first point of contact for IT incidents, service requests, and technical queries, delivering excellent customer service while ensuring issues are resolved efficiently or escalated appropriately.

This is a hands‑on role that combines end‑user support, device management, account administration, IT asset management, onboarding activities, and participation in business technology projects. You will play a key role in maintaining a reliable, secure, and productive IT environment while continuously improving the user experience.

• Act as the first point of contact for IT support requests via the IT Service Management (ITSM) platform, telephone, email, and in person.
• Provide first‑line troubleshooting, diagnosis, and resolution of incidents and service requests, meeting agreed service levels.
• Deliver onsite desk‑side support for hardware, software, printers, mobile devices, and meeting room technologies.
• Escalate complex issues to 2nd Line Support, specialist teams, or third‑party suppliers where required, ensuring full ownership through to resolution.
• Create, manage, and maintain user accounts, permissions, and access rights within Active Directory, Microsoft Entra , Microsoft 365, and other business applications.
• Support Joiner, Mover, and Leaver (JML) processes, including account provisioning, equipment deployment, and access management.
• Assist with the deployment, configuration, maintenance, and replacement of laptops, desktops, mobile devices, peripherals, and associated equipment.
• Maintain accurate IT asset records, including hardware, software licensing, and peripheral inventory.
• Support Microsoft 365 services, Exchange Online, Windows operating systems, document management systems, ERP applications, and other core business platforms.
• Monitor system alerts, backup processes, and scheduled maintenance activities, escalating issues where necessary.
• Participate in IT projects, rollouts, system upgrades, office moves, and technology improvement initiatives.
• Deliver user onboarding sessions, basic IT training, and workshops to improve digital adoption and user awareness.
• Create and maintain knowledge base articles, user guides, and support documentation to drive self‑service and knowledge sharing.
• Support meeting room and collaboration technologies, ensuring systems are operational and users receive timely assistance.
• Ensure IT equipment is configured, maintained, and disposed of in accordance with company policies and security standards.
• Maintain high‑quality ticket updates, documentation, and asset records.
• Follow ITIL‑based service management processes and adhere to all company policies, procedures, and security requirements.

• Previous experience in a 1st Line IT Support, IT Service Desk, Helpdesk, Desktop Support, or IT Support Technician role.
• Understanding of Microsoft Windows 11 and Microsoft 365 applications.
• Experience supporting Active Directory, Microsoft Entra , Exchange Online, and user account administration as well as the use of Power Shell to complete these tasks.
• Familiarity with ITSM platforms and ticket management processes.
• Understanding of basic networking concepts including DNS, DHCP, TCP/IP, Wi‑Fi, and VPN connectivity.
• Experience supporting PCs, laptops, printers, mobile devices, and peripheral hardware.
• Knowledge of endpoint…