1st Line Support Technician

1st Line Support Technician

Location: Reading, England (Hybrid Office based with 2 days' WFH after probation)

Salary: £22,000 £ 27,500 per annum

Working Hours: 9am 4pm (Monday to Friday; 32 hours per week)

About Our Client

Our client is a growing UK-based Managed Service Provider delivering proactive IT support, Microsoft 365, Azure, cybersecurity, and cloud solutions to small and medium-sized businesses. They pride themselves on exceptional customer service and technical excellence.

The Opportunity

Our client is looking for a motivated and customer-focused 1st Line Support Technician to join their friendly technical team in Reading. This is an excellent entry-to-mid level role for someone who enjoys solving technical problems and delivering outstanding support to clients.

The successful candidate will be the first point of contact for their clients, handling incoming support requests, troubleshooting common IT issues, and ensuring every customer receives a fast, professional, and friendly service.

Key Responsibilities:

• Provide first-line technical support to clients via phone, email, and the ticket system.
• Diagnose and resolve common issues with Microsoft 365, Windows, email, printers, networks, and general IT hardware / software.
• Log, manage, and update support tickets accurately and in a timely manner.
• Escalate complex issues to 2nd Line Engineers when required.
• Assist with user account setup, password resets, Office 365 administration, and basic troubleshooting.
• Deliver exceptional customer service and maintain high client satisfaction.
• Work collaboratively with the wider team to share knowledge and improve service delivery.
• Follow documented processes while suggesting improvements where appropriate.

About You:

• At least one year of experience in a technical support or helpdesk role (IT or telecoms background welcomed).
• Experience handling inbound calls and managing support tickets.
• Good working knowledge of Microsoft technologies (Windows, Office 365, Outlook).
• Strong customer service mindset with a passion for solving problems and delivering great experiences.
• Excellent communication skills able to explain technical issues in simple terms.
• Ability to work well under pressure in a fast-paced environment.
• A genuine interest in technology and a desire to grow your IT career.

What's on

Offer:

• Competitive salary of £22,000 £ 27,500.
• Hybrid working full-time in the Reading office initially, with 2 days' work from home after successful probation.
• Full-time permanent contract (9am 4pm; Monday to Friday; 32 hours per week).
• Opportunity to develop IT skills and progress into 2nd line support.
• Ongoing training and certification support (Microsoft, CompTIA, etc.).
• Friendly, supportive team environment.
• Real opportunity to grow with a forward-thinking MSP.

If you're enthusiastic, customer-oriented, and ready to start or build your career in IT support, our client would love to hear from you.

Apply now by sending your CV.