Job Description

IT Support Technicians - 1st Line & 2nd Line Engineers

We are seeking one

1st Line IT Support Technician

and one

2nd Line IT Support Engineer

to join our growing team at

Border Office Supplies & Systems IT

.

This is an exciting opportunity for proactive, customer-focused individuals to join an established and ambitious IT business. The successful candidates will play a key role in supporting our customers and internal operations as we continue to expand.

About the Role

You'll be part of our friendly, close-knit

Customer Success Department

, providing both first-line and second-line technical support to customers and colleagues. You'll handle escalated technical queries, maintain our IT systems, and ensure a high level of service delivery across all platforms.

Key Responsibilities

Provide first-line technical assistance for computer hardware, software, and systems via phone, email, remote access, or in person. Log and manage support tickets, escalating to 2nd or 3rd line teams or external providers as required. Troubleshoot and resolve issues efficiently using available resources. Install, configure, and update hardware and software, including laptops, desktops, and peripherals. Maintain and expand physical and cloud network infrastructure (switches, cabling, virtual servers, wireless equipment, etc.). Support Office 365 administration, including Exchange, Azure AD, and SharePoint. Create and maintain troubleshooting documentation and basic user guides. Assist with IT equipment setup, maintenance, and staff training. Support IT service desk operations and adhere to internal standards and policies. Report policy breaches to IT management and contribute to incident and performance reports.

Essential Skills & Experience

Good understanding of

Active Directory

and

Azure Active Directory

. Strong knowledge of

Windows 10/11

and

Office 365 troubleshooting

. Basic networking knowledge (DNS, DHCP). Excellent hardware, software, and general PC skills. Strong written and verbal communication abilities. Proven problem-solving skills and the ability to remain calm under pressure. Effective time management and prioritisation skills. Willingness to share knowledge and collaborate within a team. Enthusiasm for continuous learning and professional development.

Desirable Skills

Experience working in a

Helpdesk or Service Desk

environment. Knowledge of

SharePoint

, site permissions, and security. Familiarity with

macOS

,

PowerShell

,

SQL

, or

Microsoft Power Platform (Power Apps, Power Automate, MS Forms)

. Understanding of

data protection and information security

principles. Microsoft or equivalent IT certifications. Willingness to travel and work occasional out-of-hours shifts. Additional language skills are an advantage.

Qualifications

Essential:

Level 3 or higher qualification in IT or Computing. English language proficiency.

Desirable:

Microsoft Certification or equivalent.

Personal Attributes

Strong communication and interpersonal skills. Self-motivated, proactive, and dependable. Ambitious and keen to grow within a fast-moving business. Analytical thinker with a problem-solving mindset. Professional attitude with a global outlook.
Job Type: Full-time

Benefits:

Company events Company pension On-site parking Sick pay
Ability to commute/relocate:

Hereford: reliably commute or plan to relocate before starting work (required)
Work Location: In person