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1st Line Support

Job Posted: 14 days ago

Salary: £ 25,000 - 30,000 / Annum
Job Type: Permanent
Location: Bury St Edmunds, Suffolk

Expire in: 14 days

Job Description

1st Line Support – Bury St Edmunds

HD Tech is delighted to be recruiting for an IT First Line Support. This is an excellent opportunity for a customer-focused IT professional to join a growing organisation and play a key role in delivering high-quality first-line support across multiple sites.

This position would suit someone with a strong service mindset, solid troubleshooting ability, and the confidence to support users both remotely and on-site.

The Role

  * Full-time, 40 hours per week

  * Working hours: 9:00am to 5:00pm

  * Location: Based from Bury St Edmunds office with occasional travel to sites across Norfolk, Suffolk and Essex

  * Salary: £25,000 - £30,000, depending on experience

  * Hybrid working: Possible hybrid options available

  * Reporting to: Head of Technology and Services

A full driving licence and access to your own vehicle is essential for this role.

Key Responsibilities

  * Provide first-line technical support for hardware, software and network-related issues, both remotely and in person

  * Log, prioritise and manage support requests through the IT ticketing system

  * Diagnose and resolve common IT issues, including password resets, account lockouts, software installations and printer problems

  * Support users with core business applications, including Microsoft Office and email platforms

  * Escalate more complex issues to second-line support or the relevant IT teams where appropriate

  * Maintain accurate records of IT assets, devices and system configurations

  * Assist with employee onboarding and offboarding, including user account creation and equipment setup

  * Contribute to the development and upkeep of IT documentation and knowledge base materials

  * Identify recurring technical issues and recommend improvements to processes and support delivery

  * Ensure compliance with IT policies, procedures and security best practice

  * Deliver a consistently high standard of customer service with a professional and approachable manner

Key Skills and Experience

  * Strong understanding of MDM management of endpoints using Microsoft Entra/Intune

  * Good knowledge of basic networking principles

  * Strong customer service skills and a genuine commitment to user support

  * Ability to work independently as well as collaboratively within a team

  * Comfortable working in a fast-paced environment

  * High level of accuracy and attention to detail

  * Confident communication skills, both written and verbal

  * Professional and responsive approach to all communications

Desirable Skills

  * Experience supporting Mac OS

  * Exposure to Python and JSON scripting

  * Experience working in environments involving vulnerable adults

  * Familiarity with asset management systems

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring 1st Line Support job near me in Bury St Edmunds, Suffolk! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!