Ist Line IT Support Technician

SJ Systems (North) Ltd is an established managed service provider based in Darlington, delivering IT support, infrastructure and digital services to businesses across the North East.

We are a close-knit, experienced team with a reputation for a personal, highly responsive service — and we are now seeking a First Line IT Support Technician to join us.

The Opportunity

As the first point of contact for our clients, you will play a central role in the quality of service we deliver.

You will handle inbound support requests by telephone and through our ticketing system, triaging, prioritising and resolving issues while keeping clients clearly informed at every stage.

This is a varied, hands‑on position offering genuine breadth: you will work across a wide range of technologies, industries and client environments, with structured support from senior colleagues and clear scope to develop your technical career.

Key Responsibilities

• Acting as the first point of contact for client support requests, both over the telephone and via our ticketing system (Halo PSA), ensuring every client receives a prompt and professional response.
• Triaging, prioritising and owning support tickets through to resolution or escalation.
• Administering Microsoft 365 environments — user accounts, MFA, licensing, mailboxes and Teams.
• Monitoring system dashboards (Ninja One RMM) and responding to alerts.
• Carrying out daily backup monitoring across Spanning and Axcient BCDR, escalating failures promptly.
• Performing DNS changes and assisting with UISP and Uni Fi network device configurations and point‑to‑point setups (training provided as required).
• Preparing, configuring and delivering hardware to clients, including on‑site configuration and troubleshooting.
• Maintaining accurate, up‑to‑date documentation in ITGlue.
• Supporting procurement and stock management processes.
• The Person We Are Looking For
• A minimum of two years’ experience in a first line IT support or service desk role.
• Strong working knowledge of Windows 10/11 and Microsoft 365 administration.
• A confident, professional telephone manner and excellent written communication.
• Meticulous attention to detail — in troubleshooting, in documentation and in client communication. In our environment, small details matter.
• The ability to manage a varied workload calmly and prioritise effectively under pressure.
• A reliable, conscientious approach and a commitment to high standards of service.
• A full driving licence and access to a vehicle — occasional client site visits form part of the role.
• Experience within a managed service provider (MSP) environment.
• Familiarity with Ninja One, Halo PSA, Axcient, Sentinel One or comparable tools.
• Relevant certifications such as Comp TIA A+, Network+ or Microsoft qualifications.

What We Offer

• A salary of £23,400 – £24,800, dependent on experience.
• Full‑time hours, Monday to Friday, 9:00am–5:00pm — no on‑call or weekend working.
• Flexibility to work from home one day per week once induction is complete.
• A varied role with genuine responsibility and direct exposure to a broad technology stack.
• A supportive, experienced team with direct access to senior management.
• Clear opportunities for progression and professional development as the business grows.
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