At a Glance
- Tasks: Provide 1st line IT support and troubleshoot technical issues for customers.
- Company: Join a dynamic tech company focused on customer experience.
- Benefits: Enjoy 50% off broadband, 33 days holiday, and extra leave for service.
- Other info: Be part of an inclusive team with opportunities for growth and development.
- Why this job: Kickstart your career in tech while helping others solve their IT problems.
- Qualifications: Strong communication skills and a passion for technology are essential.
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
Employer Company: Bitrecruit
Client / Employer: Occupop
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 employer: Occupop
At Bitrecruit, we pride ourselves on fostering a supportive and dynamic work environment in Horsham, West Sussex, where our IT - 1st Line Technical Support team plays a crucial role in delivering exceptional customer service. With generous benefits including 33 days of holiday and significant discounts on our services, we are committed to employee growth and development, ensuring that our team members have the resources and training they need to excel in their roles. Join us to be part of a company that values your contributions and promotes a culture of inclusivity and professional advancement.
