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For Companies At a Glance
- Tasks: Provide first-line IT support to clients via phone, email, and onsite visits.
- Company: Join a supportive and growing Managed Service Provider (MSP) team.
- Benefits: Enjoy a competitive salary, hybrid working, and paid travel for client visits.
- Why this job: Kickstart your IT career with hands-on experience and clear progression opportunities.
- Qualifications: 1 year of experience in an MSP environment and strong customer service skills.
- Other info: Dynamic role with training on new technologies and a friendly team atmosphere.
The predicted salary is between 19200 - 28800 £ per year.
Onsite client visits once per week (London-based clients). Travel time and expenses paid. UK-based applicants only. £24,000 per annum. Employment Type: Full-time, Permanent.
About the Role
We are looking for a customer-focused, 1st Line Support Technician to join our team. This role requires a minimum of 1 year’s experience working within an MSP environment and is suited to someone confident supporting end users both remotely and onsite. You will act as the first point of contact for client IT issues, providing day-to-day support from our Stevenage HQ and at home as well as attending client sites in London when required.
Key Responsibilities
- Act as the first point of contact for IT support via phone, email, and ticketing system.
- Log, prioritise, and manage support tickets in line with SLAs.
- Provide first-line troubleshooting for hardware, software, and connectivity issues.
- Support users with Microsoft 365 and Google Workspace.
- Carry out basic user and device administration, including password resets, account setup, and permissions.
- Diagnose and resolve common Windows 11 and macOS issues.
- Support printers, peripherals, and mobile devices.
- Attend onsite client visits in London once per week.
- Escalate unresolved or complex issues to 2nd line support with clear documentation.
- Maintain accurate ticket notes and contribute to internal documentation.
- Deliver a professional, friendly, and customer-first level of service.
Required Skills & Experience
- A minimum of 1 year’s experience working within an MSP environment (required).
- Previous experience in a 1st Line or Service Desk support role.
- Good working knowledge of Windows 10/11 and basic macOS support.
- Familiarity with Microsoft 365, Google Workspace, and basic Active Directory or Entra ID tasks.
- Strong communication and customer service skills.
- Ability to prioritise workload and manage multiple tickets.
- Confident supporting users both remotely and onsite.
- Experience with MSP ticketing systems.
- Basic networking knowledge, including Wi-Fi, LAN, and VPN.
- Experience with remote support tools or RMM platforms.
- Relevant IT certifications such as CompTIA or Microsoft Fundamentals.
What We Offer
- Company pension scheme.
- 20 days annual leave plus bank holidays.
- Hybrid working model with 3 days per week in the Stevenage office.
- Paid travel time and expenses for London client visits.
- Training and ongoing development provided, including exposure to new technologies.
- Clear progression path to 2nd Line support.
- Supportive and growing MSP environment.
How to Apply
Please send your CV to: work@whizzit.co.uk with a short covering note outlining your MSP experience.
1st Line Support Technician employer: WhizzIT - Managed IT Services (MSP) & IT Support
Contact Detail:
WhizzIT - Managed IT Services (MSP) & IT Support Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Technician
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with IT issues, brush up on common problems and solutions related to Windows 10/11 and macOS. Being able to demonstrate your knowledge during the interview can really set you apart.
✨Tip Number 3
Show off your customer service skills! Remember, this role is all about helping users. Be ready to share examples of how you've provided excellent support in the past, whether remotely or onsite.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our awesome team at StudySmarter!
We think you need these skills to ace 1st Line Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in an MSP environment and any relevant IT certifications. We want to see how your skills match the role, so don’t be shy about showcasing your achievements!
Craft a Catchy Covering Note: Your covering note is your chance to shine! Keep it short and sweet, but make sure to mention your customer service skills and any specific experiences that relate to 1st Line Support. We love a personal touch!
Show Off Your Communication Skills: Since this role involves a lot of client interaction, let your communication skills shine through in your application. Use clear and concise language, and don’t forget to proofread for any typos or errors!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at WhizzIT - Managed IT Services (MSP) & IT Support
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11, macOS, and the tools you'll be using like Microsoft 365 and Google Workspace. Be ready to discuss common issues and troubleshooting steps, as this will show your confidence in supporting end users.
✨Show Off Your Customer Service Skills
Since this role is all about being customer-focused, think of examples where you've provided excellent support. Prepare to share how you handled difficult situations or resolved client issues, highlighting your communication skills and friendly approach.
✨Familiarise Yourself with Ticketing Systems
Get to grips with how ticketing systems work, as you'll need to log and manage support tickets. If you have experience with any specific MSP ticketing systems, be sure to mention that during the interview—it'll give you an edge!
✨Prepare for Onsite Scenarios
Since you'll be visiting clients in London, think about how you'd handle onsite support. Consider potential challenges you might face and how you'd address them. This shows you're proactive and ready for the role's responsibilities.
