1st Line IT Support – West Midlands – £18,000 – £25,000

Location West Midlands
Type Permanent
Salary 18,000 - 25,000

1st Line IT Support – West Midlands


About the Job:

Due to continued growth, our client who is an award-winning Cloud and IT managed services provider, based in the West Midlands, is looking for an outstanding IT support technician.

You will be part of a forward-thinking, ambitious company that is entering its next level of growth. To be considered for this role you must have a passion for technology, have worked in a customer service environment and possess exceptional communication skills.


Overall Objective:

The role is to assist the customer to find the solution to any problem or question that they ask of the department. When a customer is having a bad day it is their job to make that day better and to leave the customer thinking that the company really made a difference.


Key Areas of Responsibility:

– Answer inbound support telephone calls and then offer live support.

– Update Helpdesk Ticket system.

– Be responsible for personal ticket queue, updates and completing tasks with agreed SLA.

– Provide a friendly and helpful first point of contact for clients.

– Manage personal ticket queue ensuring all information is logged and explained clearly to clients

– Be able to manage time to contact clients back within appropriate timescales to meet SLAs.

– Able to listen to client issues, note key information and be patient with client conversations

– Confident manner, enjoys helping clients and talking them through problems.

– Able to write detailed and explanatory notes of conversation to ensure all information is recorded on the Helpdesk system.

– Promote a “Can Do” attitude, show how to look for solutions and not problems.

– Maintain standards of Help Desk Tickets, up to date, written clearly, relevant.

– Maintain tidy and safe office, desk, work shop.

– Take action on requests verbally from clients and Account Managers so they are not missed.



– Windows 10, 8 and 7. Knowledge of OS use, configurations, locations of settings.

Familiarity to talk a client through the OS interface without seeing a screen.

– Microsoft Office – 2013, 2010. Working knowledge of Outlook configurations for Exchange, Office 365, IMAP and POP

– Active Directory – Change passwords, update user objects settings, create new users.

– Microsoft Exchange Server – 2013, 2010, 2007. Create new users, update email addresses, change forwarding, add additional email addresses, check mailbox sizes.

– Able to use CHKDSK, SFC, DEFRAG, AUTORUNS, Event Logs and Manufacturer Diagnostics on Windows Computers.

– Experience of Mac OSX and mobile device operating systems.


For more details, please call Vinay on 0333 358 3241.