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For Companies At a Glance
- Tasks: Provide first-line technical support and manage incidents for multiple clients.
- Company: Join Netteam tX, a leading IT Managed Service Provider in the UK.
- Benefits: Enjoy career development opportunities, training, and a supportive team culture.
- Why this job: Perfect for tech enthusiasts eager to learn and grow in a dynamic environment.
- Qualifications: IT-related degree or relevant qualifications preferred; troubleshooting experience is a plus.
- Other info: Remote diagnostics experience and knowledge of Microsoft solutions are advantageous.
The predicted salary is between 24000 - 36000 £ per year.
Job Title: First Line Support Technician
Location: Manchester
Salary: Competitive
Job Type: Permanent, Full Time
An exciting opportunity has arisen to join us as a First Line Support Technician. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK.
At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.
About The Role
We are looking for an ambitious First Line Support Technician, to join our Helpdesk Team, working from our Manchester office.
You will provide first-line technical support in a Service Desk environment for multiple clients, working closely with other Support Technicians. You will manage incidents from logging to resolution, gaining valuable exposure to a diverse range of technologies and enhancing your knowledge and skills.
This is the perfect opportunity for someone currently working as a First Line Support Technician, looking to develop their skills or someone who is looking for their first role in IT and is passionate about delivering excellent customer service.
Training will be offered to support someone with aspirations to move into a Second Line role.
Responsibilities
- Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies
- Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
- Providing timely updates on tickets to end-users via telephone and email systems
- Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols
- Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
- Setting up new devices for our client base, both Windows and Mac
- Completion of laptop pre-builds and post-builds
- Maintain and update accurate client site documentation via IT Glue
- Comply with company’s Information Security policies and procedures
- Managing your time efficiently and planning your day accordingly
- Keep up to date with new technologies adopted by Netteam and our client base
- Improve your technical knowledge through company training and self-study
Experience
About you:
- Ability to work unsupervised, independently and as part of a team
- IT related degree or relevant qualifications highly desirable
- Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT
- Able to demonstrate a good all-round knowledge of IT principles
- Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous
- Experience in initial remote diagnostics along with analysis and monitoring would be advantageous
- The willingness to learn new software and hardware skills
- Knowledge of Microsoft Windows Server/Desktop environments
- Knowledge of Microsoft cloud solutions including Office 365, Backup/DRaaS and related technologies
- Overall appreciation of client system security
- Experience of MSP and or Hospitality is advantageous but not essential
Personal Attributes
- Friendly and professional
- Excited about tech and thrives on developing understanding of new technologies
- Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients
- Recognises the importance of frequent and clear communication
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1st Line IT Support Technician / First Line IT Support Engineer employer: TipTopJob
Contact Detail:
TipTopJob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Support Technician / First Line IT Support Engineer
✨Tip Number 1
Familiarise yourself with common IT support tools and software, especially PSA/RMM tools like Autotask and IT Glue. Having hands-on experience or knowledge of these systems can give you a significant edge during the interview process.
✨Tip Number 2
Brush up on your troubleshooting skills by practicing with various hardware and software issues. Being able to demonstrate your problem-solving abilities in real-time scenarios can impress the hiring team.
✨Tip Number 3
Show your enthusiasm for technology and customer service during your interactions with us. Highlighting your passion for helping others and your eagerness to learn new technologies can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your previous experiences in IT support, even if they are informal or volunteer-based. Being able to share specific examples of how you've resolved issues or helped users will demonstrate your capability and readiness for the role.
We think you need these skills to ace 1st Line IT Support Technician / First Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Emphasise any previous roles in IT support, customer service, or technical troubleshooting.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific experiences that demonstrate your ability to troubleshoot and resolve issues effectively.
Highlight Technical Skills: In your application, clearly list any technical skills you possess, such as familiarity with Microsoft Windows Server/Desktop environments, Office 365, or PSA/RMM tools. This will show that you have the necessary background for the role.
Show Enthusiasm for Learning: Express your eagerness to learn and grow within the company. Mention any relevant training or self-study you've undertaken, and your willingness to develop new skills in line with the company's focus on continual improvement.
How to prepare for a job interview at TipTopJob
✨Show Your Passion for IT
Make sure to express your enthusiasm for technology during the interview. Talk about any personal projects or experiences that showcase your interest in IT, as this role is perfect for someone who is excited about developing their skills.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss specific examples of how you've diagnosed and resolved technical issues in the past. This could include troubleshooting hardware or software problems, as well as how you prioritised tasks to meet customer expectations.
✨Familiarise Yourself with Relevant Tools
If you have experience with PSA/RMM tools like Autotask or IT Glue, be sure to mention it. If not, do a bit of research on these tools and be ready to discuss how you would approach using them in a support role.
✨Communicate Clearly
Since you'll be dealing with clients who may not be tech-savvy, practice explaining complex technical concepts in simple terms. Good communication skills are essential, so think of examples where you've successfully communicated with non-technical users.