At a Glance
- Tasks: Provide 1st line IT support and troubleshoot technical issues for customers.
- Company: Join Bitrecruit, a forward-thinking tech company in Horsham.
- Benefits: Enjoy 33 days holiday, 50% off broadband, and career growth opportunities.
- Other info: Dynamic team environment with a focus on professional development.
- Why this job: Be the go-to person for tech support and make a real difference.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 25000 - 30000 £ per year.
Location: Horsham, West Sussex
Salary: Depending on experience
Hours: Monday to Friday, Shift pattern 8:30 am - 5:30 pm
Holiday: 25 days + Bank holidays
EU work permit required: No
Posted: 20.05.2026
Job reference: e826517a90a97f939f59ba4eb4108616
Responsibilities
- Work with the Technical Team acting as a single point of contact for IT issues, changes and queries.
- Deliver training sessions, and programmes (typically one to one) to end users.
- Receiving, logging and managing calls from customers via telephone, online portal, email and instant messaging.
- 1st line end user support - troubleshooting of IT related problems.
- Troubleshoot networking and infrastructure issues and escalating when appropriate.
- If appropriate escalated unresolved calls to other members of the Client Experience Team or third parties.
- Log all calls in the Service Desk Call Logging system.
- Monitoring of customers systems using remote monitoring and management tools.
- Performing daily checks of systems and services and reporting on the condition of these.
- Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner.
- Maintain a high standard of customer service for all support queries.
- Publishing support documentation to assist other members of the Technical or Client Experience Team or customers with requests for information & provide training if required.
- Liaise and work with external technical support teams where appropriate.
- Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.
- Raise deficiencies in process and procedure with the Technical Team Lead or Client Experience Manager as soon practicably possible.
Qualifications
- Consistent quality focus and resolution discipline.
- Experience stabilising customer faults, escalations, and conflict.
- Clear technical communication with customers and partners.
- Strong documentation accuracy and process adherence.
- Structured workload management in high-volume environments.
- Professional, presentable, approachable and courteous.
- Excellent telephone manner.
- Attention to detail and ability to listen and learn.
- Tenacious and willing to go the extra mile.
- Ability to develop technical and client experience skills in line with the services offered by the business.
Benefits
- 50% off our Broadband & Utility packages, completely free after two years.
- 33 days holiday allowance including bank holidays.
- 5 additional days leave granted based upon length of service.
- Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer.
IT - 1st Line IT Technical Support in Horsham employer: Occupop
At Bitrecruit, we pride ourselves on being an exceptional employer, offering a supportive work culture that fosters professional growth and development. Located in the picturesque town of Horsham, West Sussex, our team enjoys a generous holiday allowance of 33 days, including bank holidays, and unique benefits such as 50% off broadband and utility packages, which become free after two years. We are committed to equal opportunities and ensuring our employees feel valued and empowered in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land IT - 1st Line IT Technical Support in Horsham
✨Tip Number 1
Network like a pro! Reach out to people in the IT field, attend local meetups or online webinars. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key, so show them you’re the right fit for their team!
✨Tip Number 3
Tailor your approach! When applying through our website, make sure to highlight your relevant experience and skills that match the job description. Show them why you’re the best choice for the role!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the position and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace IT - 1st Line IT Technical Support in Horsham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT - 1st Line IT Technical Support role. Highlight relevant experience and skills that match the job description, like troubleshooting and customer service. We want to see how you can fit into our team!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your background makes you a great fit for us. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application showcases your clear and concise communication style. We love candidates who can express themselves well, so let your personality come through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Occupop
✨Know Your Tech Basics
Brush up on your IT fundamentals, especially around troubleshooting and networking. Be ready to discuss common issues you might encounter in a 1st line support role, as well as how you would approach resolving them.
✨Showcase Your Communication Skills
Since you'll be the first point of contact for customers, practice explaining technical concepts in simple terms. During the interview, demonstrate your ability to listen actively and respond clearly, as this will be crucial in your role.
✨Prepare for Scenario Questions
Expect questions that put you in real-life support situations. Think about how you would handle a frustrated customer or a tricky technical issue. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Highlight Your Customer Service Experience
Emphasise any previous roles where you've provided customer support. Share specific examples of how you maintained a high standard of service, resolved conflicts, or went the extra mile to help a customer.
