1st Line Support Technician
Remote
Glasgow, United Kingdom
Full Time
21-02-2025
Job Specifications
We are looking for a 1st Line IT Technician to join our dynamic MSP Service Desk team. This role is ideal for someone with a passion for IT support and excellent customer service skills. You will be the first point of contact for our clients, handling incoming calls and emails, diagnosing technical issues, and resolving them where possible or escalating when necessary.
This is an office-based role in our Glasgow location, providing essential IT support to a range of businesses. You’ll work within a team of skilled engineers, gaining valuable experience in a fast-paced Managed Service Provider (MSP) environment.
Key Responsibilities
Answering calls and responding to emails as the first point of contact for IT support queries.
Logging and managing support tickets in the helpdesk system, ensuring accurate documentation.
Troubleshooting and diagnosing IT issues related to hardware, software, networks, and user accounts.
Providing first-time fixes where possible and escalating more complex issues to 2nd or 3rd line engineers.
Following established troubleshooting processes and adhering to SLAs (Service Level Agreements).
Configuring and setting up new devices (PCs, laptops, mobile devices, printers, etc.).
User account administration in Active Directory, Office 365, and other systems.
Remote support and on-site assistance where required.
Communicating effectively with customers and keeping them updated on progress.
Essential Skills & Experience
Previous experience in a 1st Line IT Support role or similar (MSP experience preferred).
Excellent customer service and communication skills.
Strong troubleshooting and problem-solving abilities.
Experience with Windows operating systems, Microsoft 365, Active Directory, and basic networking.
Ability to work in a fast-paced environment and manage multiple tickets simultaneously.
Understanding of ticketing systems and remote support tools.
Desirable Skills
Familiarity with MSP environments and ITIL frameworks.
Knowledge of macOS, Linux, or mobile device management.
Experience with basic networking (DNS, DHCP, VPNs, firewalls, routers, switches, etc.).
Awareness of cybersecurity best practices and basic security troubleshooting.
What We Offer
Opportunities for career growth and technical training.
A supportive team environment with hands-on experience in an MSP setting.
The chance to work with a variety of technologies and industries.
Please apply now for an immediate interview.
About the Company
Nine Twenty Recruitment are a recruitment firm based in Glasgow, Scotland operating across the UK & Europe. If you are looking for information on how we can help you to recruit within your business, or if you are actively looking for assistance in finding a new role, please get in touch for a confidential conversation. You can contact us on 0141 231 1260 or alternatively email info@weareninetwenty.com. Know more
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