At a Glance
- Tasks: Provide first-line IT support and resolve technical issues for customers.
- Company: Join a successful team in a dynamic office environment in Canterbury.
- Benefits: Gain valuable experience, develop skills, and work collaboratively with a supportive team.
- Other info: Opportunity for growth and learning in a fast-paced tech environment.
- Why this job: Kickstart your IT career while making a real difference in customer service.
- Qualifications: Good understanding of Windows and Microsoft 365; excellent communication skills.
The predicted salary is between 24000 - 30000 £ per year.
We are looking for a 1st Line IT Support Technician to join our successful team.
The position is office based, in Canterbury and ideally candidates will have previous experience delivering excellent service in IT support.
The successful candidate will be expected to work collaboratively with colleagues and support the development of apprentices and new starters where required.
Key Responsibilities The 1st Line IT Technician is responsible for providing first-line technical support to customers through the Helpdesk.
The role acts as the first point of contact for IT incidents and service requests, delivering excellent customer service while ensuring issues are resolved efficiently or escalated appropriately.
Working Pattern The 1st Line IT Technician will operate within the SNS Helpdesk, providing remote support to customers throughout the year and assisting with the day-to-day operation of the service desk.
At times throughout the year, it may be necessary for the 1st Line IT Technician to attend customer premises as part of a project team.
Year Round - Helpdesk Support Responsibilities Responding to and logging support requests received via telephone, email, and the ticketing system.
Providing remote first-line technical support to customers using telephone and remote-access tools.
Diagnosing and resolving common hardware, software, Microsoft 365, printing, and connectivity issues.
Managing support tickets in accordance with agreed service levels and company procedures.
Escalating incidents and service requests to 2nd Line Technicians in accordance with helpdesk escalation procedures.
Maintaining regular communication with customers regarding the status and progress of support requests.
Creating, updating, and maintaining accurate ticket notes, technical documentation, and knowledge base articles.
Assisting with user account administration, password resets, Microsoft 365 administration tasks, and endpoint support.
Supporting the onboarding and offboarding of users in accordance with company procedures.
Identifying recurring issues and providing feedback to help improve service quality and efficiency.
Working collaboratively with colleagues across the service desk and technical teams.
Maintaining a high standard of customer service and professionalism at all times Personal Specification Essential Good understanding of Windows operating systems and Microsoft 365 applications.
Basic understanding of IT hardware, networking, and troubleshooting principles.
Excellent communication and customer service skills.
Strong organisational skills with the ability to prioritise workloads effectively.
Ability to work independently and as part of a team.
A proactive approach to problem solving and continuous improvement.
Desirable Previous experience working on an IT Helpdesk or Service Desk.
Experience with Microsoft 365 administration.
Knowledge of Active Directory, Entra ID (Azure AD), Intune, and endpoint management.
Experience working within the education sector.
Relevant IT qualifications or industry certifications such as Comp TIA A+, Network+, or Microsoft certifications.
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1st Line Support IT Technician employer: Structured Network Solutions UK Limted
Join our dynamic team in Canterbury as a 1st Line IT Support Technician, where we prioritise a collaborative work culture that fosters professional growth and development. We offer a supportive environment for new starters and apprentices, ensuring you have the resources to excel in your role while delivering exceptional customer service. With a focus on continuous improvement and a commitment to employee well-being, this position provides a rewarding opportunity to make a meaningful impact in the IT support landscape.
Contact Details:
Structured Network Solutions UK Limted Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support IT Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Structured Network Solutions UK Limted. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Structured Network Solutions UK Limted before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support IT Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Structured Network Solutions UK Limted:Your cover letter is your chance to shine! Tell us why you want to work at Structured Network Solutions UK Limted specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Structured Network Solutions UK Limted!
How to prepare for a job interview at Structured Network Solutions UK Limted
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
