IT Tier 1 Consultant in Norwich

The Tier 1 IT Consultant is the first point of contact for users needing technical support. The role focuses on logging and resolving common hardware, software, network and access issues, delivering excellent customer service, and escalating more complex incidents to higher support tiers when required.

Working Conditions and Success Measures

This role typically works within a service desk or IT support team and may require shift coverage depending on business needs. Success in the role is measured by customer satisfaction, first-contact resolution, ticket quality, response times, and adherence to service and security standards.

Location and Travel

The role will ideally be based in Norwich with office attendance daily. Full UK driving licence required and travel to different offices across the UK as needed.

Key Responsibilities

• Provide first-line support via phone, email, chat or ticketing system.
• Log, categorise and prioritise incidents and service requests accurately.
• Troubleshoot common issues relating to passwords, user accounts, email, printers, operating systems, business applications and basic connectivity.
• Guide users through step-by-step fixes in a clear and professional manner.
• Resolve incidents at first contact where possible and extend unresolved issues to Tier 2 or specialist teams.
• Maintain accurate ticket updates, actions taken and resolutions in the service desk system.
• Set up, configure and support desktops, laptops, mobile devices and standard peripherals.
• Support onboarding and offboarding activities, including account provisioning and equipment preparation.
• Follow service level agreements, security policies and standard operating procedures.
• Contribute to knowledge base articles and suggest service improvements based on recurring issues.

Experience

Experience in a help desk, service desk or customer support environment is preferred. Good working knowledge of Windows devices, Microsoft 365 applications, email systems and basic networking concepts. Familiarity with ticketing systems and remote support tools is desirable. Strong problem-solving skills with the ability to diagnose routine technical issues quickly. Excellent verbal and written communication skills. Strong customer service focus and the ability to remain calm under pressure. Good attention to detail, time management and organisational skills. Ability to work independently and as part of a team. Willingness to learn new systems, tools and support processes. Experience and understanding of modern cyber security.

Qualifications

Previous experience in IT support, retail technology support or customer-facing technical roles is beneficial. GCSEs or equivalent, including English and Maths. Relevant IT qualification or certification such as CompTIA A+, ITIL Foundation or Microsoft fundamentals is advantageous.

Benefits

• Enhanced Annual Leave entitlement
• Death in service cover
• Centrally based City offices
• Hybrid working environment (flexible work)
• Protected CPD (Department, individual and companywide)
• Professional Body membership contribution
• Enhanced Company pension
• Career progression framework and development, including two defined promotion windows annually.
• E Learning portal access
• Non contractual growth bonus scheme
• Loyalty Leave (Continuous Service Accrued Annual Leave up to 5 days)
• Vitality Health Care - Private Medical Insurance
• Discounted Gym membership
• Discounts and perks – Amazon Prime, Free Odeon Cinema tickets, Apple benefits and Cafe Nero
• Employee Assistance Program – including Financial and Mental Health support from external expertise.
• BUPA Cash Plan
• Cycle to work scheme