At a Glance
- Tasks: Provide first-line technical support and troubleshoot IT issues for clients.
- Company: A growing UK-based Managed Service Provider with a focus on customer service.
- Benefits: Competitive salary, hybrid working, ongoing training, and career progression.
- Other info: Great opportunity for growth in a supportive environment.
- Why this job: Kickstart your IT career in a friendly team while solving real tech problems.
- Qualifications: Experience in technical support and a passion for technology.
The predicted salary is between 22000 - 27500 £ per year.
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.
1st Line Support Technician (Remote Option Available) in Reading employer: Broughton Group
Our client is an exceptional employer, offering a supportive and friendly work environment in Reading, where you can thrive as a 1st Line Support Technician. With a focus on employee growth, they provide ongoing training and certification opportunities, alongside a competitive salary and the flexibility of hybrid working after probation. Join a forward-thinking Managed Service Provider that values customer service excellence and technical proficiency, making it an ideal place for those looking to advance their IT careers.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Technician (Remote Option Available) in Reading
✨Tip Number 1
Get to know the company before your interview! Research their services, values, and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice common interview questions related to technical support. Think about how you'd explain troubleshooting steps for issues with Microsoft 365 or Windows. We want you to feel confident and ready to impress!
✨Tip Number 3
Show off your customer service skills during the interview. Share examples of how you've handled difficult situations or provided exceptional support in the past. Remember, they’re looking for someone who can deliver a friendly and professional service.
✨Tip Number 4
Don’t forget to ask questions at the end of your interview! Inquire about team dynamics, training opportunities, or what a typical day looks like. This shows your enthusiasm and helps you gauge if it’s the right fit for you.
We think you need these skills to ace 1st Line Support Technician (Remote Option Available) in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the 1st Line Support Technician role. Highlight any relevant technical support experience, especially with Microsoft technologies, to show us you're a great fit!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to express your passion for IT and customer service. Let us know why you want to join our team and how you can contribute to delivering exceptional support.
Show Off Your Communication Skills:Since you'll be the first point of contact for clients, it's crucial to demonstrate your communication skills in your application. Use clear and simple language to explain your experiences and how you've solved problems in the past.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the hiring process!
How to prepare for a job interview at Broughton Group
✨Know Your Tech Basics
Brush up on your knowledge of Microsoft 365, Windows, and common IT issues. Be ready to discuss how you've handled similar problems in the past, as this will show your practical experience and understanding of the role.
✨Show Off Your Customer Service Skills
Since this role is all about delivering exceptional customer service, think of examples where you've gone above and beyond for a client. Prepare to explain how you would handle difficult situations or irate customers with patience and professionalism.
✨Practice Common Interview Questions
Anticipate questions like 'How do you prioritise support tickets?' or 'Can you describe a time you resolved a technical issue?' Practising your answers will help you articulate your thoughts clearly during the interview.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the company culture, team dynamics, or opportunities for growth. This shows your genuine interest in the role and helps you determine if it's the right fit for you.
