1st Line IT Support Technician in Manchester

Overview

Job Title: 1st Line Support Technician

Location: Manchester

Salary: Competitive

Job Type: Permanent, Full Time

An exciting opportunity to join Netteam tX as a 1st Line Support Technician. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK. We value talent development, career opportunities, and a culture focused on continual learning, creativity, and teamwork.

We are looking for an ambitious Tier 1 Engineer to join our Helpdesk Team, based in our Manchester office. Training is available to support progression to a Second Line role.

Responsibilities

• Answer incoming calls to Service Desk, log and action end-user service requests in the PSA system, following Service Desk procedures and policies
• Address technical queries promptly and efficiently, prioritising to meet KPIs and customer service expectations
• Provide timely updates on tickets to end-users via telephone and email
• Diagnose and resolve technical issues, escalating where necessary using established escalation processes
• Install, maintain, and troubleshoot client hardware and software in line with company standards, including reconfiguration and system upgrades
• Set up new devices for clients (Windows and Mac)
• Complete laptop pre-builds and post-builds
• Maintain and update accurate client site documentation via IT Glue
• Comply with the company’s Information Security policies and procedures
• Manage time effectively and plan daily tasks
• Stay up to date with new technologies adopted by Netteam and clients
• Improve technical knowledge through company training and self-study

Experience and Qualifications

• Ability to work unsupervised, independently and as part of a team
• IT-related degree or relevant qualifications highly desirable
• Proven ability to troubleshoot and resolve IT issues
• Good all-round knowledge of IT principles
• Experience with PSA/RMM tools (e.g., Autotask, AEM, IT Glue) is advantageous
• Experience in initial remote diagnostics, analysis, and monitoring is advantageous
• Willingness to learn new software and hardware skills
• Knowledge of Microsoft Windows Server/Desktop environments
• Knowledge of Microsoft 365 and related cloud solutions (Office 365, Backup/DRaaS) is advantageous
• Appreciation of client system security
• MSP and/or Hospitality experience is advantageous but not essential

Personal Attributes

• Friendly and professional
• Excited about technology and developing understanding of new technologies
• Strong written and verbal communications; able to explain complex technical issues to non-technical clients
• Frequent, clear communications
• Keen to research new products and solutions to benefit the team
• View each day as a learning opportunity
• Disciplined, with the ability to prioritise and execute tasks under pressure
• Resilient and results-driven

Benefits and Why Join Us

• Work-life balance as a normal part of our culture
• Some flexibility to work from home
• A fun and productive place to work with a great team
• Workplace Pension
• Comprehensive in-house and external training
• Competitive salary that reflects skills and experience

Diversity and Inclusion

We are committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion and aim to attract the best people for all roles, regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status, or religious beliefs.

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience in: 1st Line IT Support Engineer, IT Technician, IT Support Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Systems Engineer, and related roles may be considered for this position.