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- Tasks: Provide essential IT support and resolve user issues quickly.
- Company: Dynamic organisation delivering reliable IT services.
- Benefits: Competitive salary, training, career progression, and employee perks.
- Why this job: Kickstart your IT career in a supportive, collaborative environment.
- Qualifications: CompTIA A+ or equivalent experience preferred; training provided.
- Other info: Opportunity to work with leading ITSM technology and grow your skills.
The predicted salary is between 22000 - 26000 £ per year.
Is this the role you are looking for? If so, read on for more details, and make sure to apply today.
Location: Office-based in Hook
Salary: Competitive – £26,000 – £30,000 per annum (depending on experience) + benefits
Job Type: Permanent, Full-time (Possible shift patterns in some environments)
Company Overview: [Company Name] is a dynamic organisation delivering reliable IT services to our internal teams and clients. We use HaloITSM as our primary helpdesk and ITSM platform – an intuitive, ITIL-aligned tool that empowers fast incident management, SLA tracking, and efficient service delivery.
Role Purpose: As our First Line Support Technician, you'll provide essential frontline IT support, ensuring quick resolutions for everyday issues while maintaining high customer satisfaction. Using HaloITSM, you'll log, track, and manage tickets efficiently, escalate when needed, and contribute to a smooth-running service desk.
Key Responsibilities:
- Ticket Management: Record, track, categorise, prioritise, and document all technical issues and service requests in HaloITSM, ensuring accurate updates and resolution within defined SLAs.
- Technical Troubleshooting: Deliver first-line assistance for common user problems, including password resets, account unlocks, printer connectivity issues, software installations/uninstallations, basic Windows/macOS troubleshooting, and Microsoft 365/Office application support.
- Hardware Setup: Configure and deploy new laptops, desktops, monitors, and peripherals for users (including imaging, basic setup, and testing).
- Remote & Direct Support: Provide effective remote support using tools such as TeamViewer, AnyDesk, or Microsoft Teams, as well as in-person assistance when required.
- Escalation & Collaboration: Quickly identify issues beyond first-line scope and escalate to Level 2/3 engineers with clear, detailed handover notes and documentation.
- User Onboarding/Offboarding: Support new starter setups, equipment provisioning, access requests, and leaver processes.
- Process Adherence: Follow ITIL best practices for incident and request management, contribute to the knowledge base, and help identify recurring issues for proactive resolution.
Required Skills & Qualifications:
- Education/Certifications: CompTIA A+, IT-related diploma/degree, or equivalent practical experience preferred.
- Technical Knowledge: Solid foundational understanding of Windows/macOS operating systems, basic networking (IP addressing, Wi-Fi connectivity, DNS basics), Microsoft 365/Office suite troubleshooting, hardware peripherals and basic diagnostics.
- Soft Skills: Excellent communication (verbal and written), patience, empathy, and strong customer service orientation – able to explain technical concepts clearly to non-technical users.
- Experience: Previous exposure to a helpdesk, call centre, retail IT support, or customer-facing technical role is advantageous but not essential – full training provided.
- Other: Comfortable working in a fast-paced environment; reliable with attention to detail; basic familiarity with ticketing systems (experience with HaloITSM, Jira, ServiceNow, or similar is a bonus).
Desirable Attributes:
- ITIL Foundation awareness
- Experience with remote support tools
- Willingness to learn and progress to higher-level support roles
- Flexible approach to working hours if shifts are required
What We Offer:
- Competitive salary with performance reviews and potential bonuses
- Comprehensive training on HaloITSM and broader IT tools
- Clear career progression opportunities (e.g., to 2nd Line Support)
- Pension scheme, generous holiday allowance, and employee perks
- Modern, collaborative team environment in a growing organisation
- Opportunity to work with leading ITSM technology in a supportive setting
If you're enthusiastic about starting or building your IT support career, enjoy helping people, and thrive in a role where every day brings varied challenges – we want to hear from you!
Apply Now: Please send your CV.
First Line Support Technician (Level 1 IT Support) in Skelton employer: THAMES 360
Contact Detail:
THAMES 360 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Technician (Level 1 IT Support) in Skelton
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and the tools they use like HaloITSM. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice common IT support scenarios! Think about how you'd handle password resets or printer issues. Being able to demonstrate your troubleshooting skills during the interview can really set you apart from other candidates.
✨Tip Number 3
Show off your soft skills! Communication is key in IT support, so be ready to explain technical concepts in simple terms. Share examples of how you've helped non-technical users in the past to highlight your customer service orientation.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining our dynamic team!
We think you need these skills to ace First Line Support Technician (Level 1 IT Support) in Skelton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the First Line Support Technician role. Highlight any relevant IT support experience, especially with ticketing systems like HaloITSM, to catch our eye!
Show Off Your Soft Skills: Since this role is all about helping people, don’t forget to showcase your communication skills and customer service experience. We love candidates who can explain techy stuff in a way that everyone understands!
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points for easy reading and make sure to get straight to the point about why you’re the perfect fit for us. We appreciate clarity!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at THAMES 360
✨Know Your Tech Basics
Brush up on your knowledge of Windows/macOS operating systems and Microsoft 365. Be ready to discuss common issues like password resets or printer connectivity problems, as these are likely to come up during the interview.
✨Familiarise Yourself with HaloITSM
Since the company uses HaloITSM for ticket management, it’s a good idea to understand how ITSM tools work. Even if you haven’t used HaloITSM specifically, knowing the basics of ticketing systems will show that you’re prepared and eager to learn.
✨Show Off Your Soft Skills
This role requires excellent communication and customer service skills. Prepare examples of how you've helped users in the past, especially in tricky situations. Highlight your patience and ability to explain technical concepts to non-techies.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how they handle escalations. This shows your interest in the role and helps you gauge if it’s the right fit for you.