1st Line Support Technician

Key Responsibilities

• Service Desk Support & Ticket Management
• Act as the first point of contact for customer support requests via phone, email, and ticketing system
• Log, triage, prioritise, and manage incidents and service requests in line with SLAs
• Resolve common 1st line issues efficiently while maintaining high customer satisfaction
• Ensure accurate, clear, and consistent ticket documentation
• Technical Support
• Provide 1st line support across:
• Windows 10/11 and macOS
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• User account management (Active Directory / Entra ID)
• Basic networking and connectivity issues
• Printers, peripherals, and end-user devices
• Perform password resets, user onboarding/offboarding tasks, and access requests
• Escalate complex issues to 2nd line with high-quality diagnostics and context
• Customer Experience & Communication
• Deliver a friendly, professional, and confident customer experience at all times
• Set clear expectations with customers around resolution times and next steps
• Represent the company’s values and service standards in every interaction
• Handle high-volume support requests while maintaining attention to detail
• Collaboration & Continuous Improvement
• Work closely with 2nd and 3rd line engineers to ensure smooth escalation and resolution
• Contribute to the knowledge base by documenting common fixes and procedures
• Identify recurring issues and suggest improvements to processes or tooling
• Actively engage in training and development to expand technical capability

Essential Skills

• Previous experience in a 1st line support or service desk role
• Previous experience within an MSP environment is highly desirable
• Strong customer service mindset with excellent communication skills
• Working knowledge of:
• Windows 10/11
• Microsoft 365
• Active Directory / Entra ID (basic user management)
• Experience using ticketing systems (e.g. HaloPSA, ServiceNow, Freshservice, ConnectWise)
• Ability to work effectively in a fast-paced, SLA-driven environment

Desirable Skills

• MSP experience supporting multiple customers and environments
• Exposure to Intune, Azure AD, or endpoint management tools
• Basic understanding of networking concepts (DNS, DHCP, VPNs)
• Relevant certifications such as:
• CompTIA A+ / Network+
• Microsoft Fundamentals (MS-900, AZ-900)
• A clear desire to progress into 2nd line and beyond

Benefits

• Birthday as a free day holiday
• Social events run throughout the year
• Free breakfast, snacks and drinks
• Lunch provided Friday

Job Type

Permanent

Equal Opportunities & Diversity Policy

Techary is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment and in which all decisions are based on merit. Full details of Techary’s Equal Opportunity Policy are available upon request.