Job Description

1st Line IT Technician
Location: Glasgow (Office-Based)
Employment Type: Full-Time
Sector: IT / Managed Services
We're working with a growing telecoms and IT services company based in Glasgow that provides tailored solutions across Cloud/VoIP, network services, and IT support. They are looking for an enthusiastic 1st Line IT Technician to join their expanding MSP Service Desk team.
This is an excellent opportunity for someone passionate about IT support and keen to develop their skills in a fast-paced, technically varied environment.
The Role
The successful candidate will act as the first point of contact for clients, providing remote and occasional on-site support, diagnosing issues, and ensuring excellent service delivery. This position offers real scope for career development within a supportive, forward-thinking company.
Key Responsibilities
Provide 1st line technical support via phone and email
Log and manage tickets through the helpdesk system
Diagnose and resolve hardware, software, and networking issues
Escalate more complex issues to 2nd/3rd line engineers
Configure and deploy PCs, laptops, mobile devices, and printers
Administer user accounts and permissions in Active Directory and Microsoft 365
Deliver clear, professional communication and timely client updates
Adhere to troubleshooting processes and meet agreed SLAs
Key Skills & Experience
Previous experience in a 1st Line IT Support role (MSP experience preferred)
Strong customer service and communication skills
Good working knowledge of Windows OS, Microsoft 365, and Active Directory
Understanding of networking basics (TCP/IP, DNS, VPN)
Experience using helpdesk or ticketing systems (e.g., Zen Desk, ServiceNow)
Awareness of cybersecurity principles
Desirable (Not Essential)
Familiarity with ITIL frameworks and MSP environments
Experience with virtualisation (VMWare)
Networking technologies (DNS, DHCP, VPNs, firewalls, routers, switches)
Working towards or holding Cisco CCNA certifications
The Company Offers
Ongoing technical training and professional development
Supportive, team-oriented culture
Exposure to a broad range of technologies and clients
Opportunity to progress within a growing organisation
If you wish to learn more about this opportunity feel free to contact Leon at lbrown@weareninetwenty.com

Skills Required