1st Line IT Support Technician

Join to apply for the 1st Line IT Support Technician role at Netteam tX Ltd
. This role is based in Manchester
, offers a competitive salary and is a permanent, full‑time position.

An exciting opportunity has arisen to join us as a 1st Line Support Technician. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK. At Netteam tX, we recognise and develop talent, looking to retain it through career opportunities, lateral moves, and a culture that continually refines skills and knowledge.

• Answering incoming calls to the Service Desk, logging and actioning end‑user service requests in the PSA system, and following Service Desk procedures and policies.
• Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations.
• Providing timely updates on tickets to end‑users via telephone and email systems.
• Diagnose and resolve technical issues, escalating where necessary using escalation processes and protocols.
• Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including re‑configuring and performing system upgrades when necessary.
• Set up new devices for the client base, both Windows and Mac.
• Complete laptop pre‑builds and post‑builds.
• Maintain and update accurate client site documentation via IT Glue.
• Comply with the company’s Information Security policies and procedures.
• Manage time efficiently and plan the day accordingly.
• Keep up to date with new technologies adopted by Netteam and the client base.
• Improve technical knowledge through company training and self‑study.

• Ability to work unsupervised, independently and as part of a team.
• IT‑related degree or relevant qualifications are highly desirable.
• Proven history of troubleshooting and resolving technical issues, both inside and outside IT.
• Good all‑round knowledge of IT principles.
• Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services is advantageous.
• Experience in initial remote diagnostics, analysis and monitoring is advantageous.
• Willingness to learn new software and hardware skills.
• Knowledge of Microsoft Windows Server/Desktop environments.
• Knowledge of Microsoft cloud solutions, including Office 365, Backup/DRaaS and related technologies.
• Overall appreciation of client system security.
• Experience of MSP or hospitality settings is advantageous but not essential.

• Friendly and professional.
• Excited about tech and thrives on developing an understanding of new technologies.
• Possesses good written and verbal communication skills and the ability to clearly communicate complex technical issues to non‑technical clients.
• Recognises the importance of frequent and clear communications.
• Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team.
• Feels that every day is a day of learning.
• Disciplined, with the ability to prioritise and execute tasks under pressure.
• Harnesses pressure to deliver results.

• Work‑life balance is normal, not a benefit.
• Some flexibility to work from home.
• A fun and productive workplace.
• Great team of people to work alongside.
• Workplace pension.
• Comprehensive in‑house and external training offered.
• Competitive salary that reflects your skills and experience.

We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs.

To apply, click the APPLY button and send your CV and Cover Letter for this role.