Job Description

Overview

We are seeking a proactive and customer-focused person to fill a 1st Line Support role in our growing IT team on permanent basis. The team is close-knit and has a relaxed and friendly work environment. The ideal candidate will have at least a years' experience in providing 1st Line Support including experience with M365. You will work closely with other team members and should be comfortable dealing with a variety of stakeholders. The team is primarily based in the Bristol office but now recognise the need to have a more regular presence in the London office. Willingness to travel to the Bristol office from time to time is also required. The role offers exciting growth opportunities and would operate 1 to 2 days WFH per week with 3 to 4 days per week in their London office.

You will be responsible for

Working closely with the IT Technical Lead, and IT team to provide internal support to end users by responding to incoming support requests via the help-desk system, telephone, remote support software and email. Ensuring that each job is logged onto the ticketing system, recording details of all troubleshooting steps and correspondence with the end user. Assisting end users with software installation, configuration, and troubleshooting in a friendly, professional, and approachable way Escalating tickets when required. Proactively monitoring and maintaining all IT systems. Being prepared to seek assistance from your team when required and help when requested. Domain, website, and hosting management across the group Any other duties commensurate with the skills and abilities of the job holder as required to fulfil the job role, or as reasonably requested by a manager to meet the needs of the business.

Technical Skills

Microsoft Office

: A good understanding of Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.

Operating Systems

: Basic troubleshooting for Windows (and sometimes macOS/Linux).

Microsoft 365

: User account management, email setup, password resets.

Active Directory

: Adding/removing users, resetting passwords, group memberships.

Networking Basics

: Understanding IP addressing, DNS, DHCP, and basic connectivity checks.

Hardware Support

: Diagnosing issues with PCs, laptops, printers, and peripherals.

Remote Support Tools

: Familiarity with tools like Atera, RDP, or similar.

Ticketing Systems

: Experience with platforms like ServiceNow, Jira, or Zendesk.

Basic Security Awareness

: Antivirus checks, MFA setup, and phishing awareness.

Soft Skills

Communication

: Clear and patient when dealing with non-technical users, excellent spoken and written English.

Problem-Solving

: Ability to follow troubleshooting steps logically.

Customer Service

: Professional and empathetic approach to user issues.

Time Management

: Handling multiple tickets and prioritising effectively.

Documentation

: Recording steps and resolutions accurately in the ticketing system.

Desirable Extras

ITIL Foundation knowledge

(or certification).

Basic scripting

(PowerShell or batch) for repetitive tasks. Familiarity with

cloud services

(Azure AD basics).
Job Type: Full-time

Pay: 28,000.00-32,000.00 per year

Benefits:

Casual dress Company pension Cycle to work scheme Life insurance Work from home
Work Location: Hybrid remote in London EC1M