Looking for a Role That Helps You Build a Career in IT?

This is an opportunity to join a growing IT support team where you will gain practical experience across a wide range of technologies while supporting users across multiple locations.

Rather than being limited to repetitive tasks, you ll be exposed to different systems, applications, and infrastructure while working alongside experienced engineers who can help you develop your skills. Over time, this role can open the door to broader technical responsibilities and progression within IT support.

The organisation operates across multiple business units and continues to grow, creating a dynamic IT environment where new systems, users, and challenges regularly emerge. As part of the IT support team, you will play an important role in maintaining reliable services and helping teams across the business stay connected and productive.

The Role

As a 1st Line IT Support Technician, you will act as the first point of contact for IT support requests, assisting internal users and ensuring technical issues are resolved efficiently.

Working within a collaborative support team, you will handle incoming support tickets, troubleshoot technical problems, prepare equipment for new employees, and escalate more complex issues to second or third line engineers when necessary.

The team supports users across several UK and Ireland locations, providing both remote and on-site assistance where required.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests via the ticketing system, phone, email, and walk-ins
• Log, prioritise, and resolve support tickets in line with service level agreements
• Troubleshoot issues relating to Windows 11, Microsoft 365, and standard business applications
• Provide support for laptops, desktops, printers, and mobile devices
• Manage user accounts and permissions in Active Directory and Microsoft Entra ID
• Escalate complex issues to 2nd or 3rd line support teams
• Support users across multiple UK and Ireland locations
• Assist with new starter setup, including laptop builds, software installation, and access configuration
• Provide IT induction support for new employees joining the business
• Maintain accurate documentation of issues, resolutions, and user interactions
• Coordinate equipment orders through approved IT suppliers

What We re Looking For Ideally you will have:

• Experience in a 1st line IT support or service desk role
• Knowledge of Microsoft technologies (Windows, Microsoft 365, Teams, SharePoint)
• Experience with Active Directory or user account management
• Familiarity with ticketing systems such as ServiceNow or similar platforms
• Strong troubleshooting and communication skills

What You ll Gain

• Exposure to a wide range of IT systems and technologies
• Experience supporting a multi-site organisation
• Opportunities to gain experience beyond traditional first line support
• Development opportunities to progress into 2nd Line IT Support
• Annual salary reviews and ongoing development opportunities

Location: West Midlands
Salary: Circa £28,000 per annum
Working Pattern: Initially 5 days in the office then moving to hybrid.