IT 1st Line Support Technician

Owen Daniels Consultancy Ltd
22 Nov 2017
03 Jan 2018
Contract Type
Full Time

IT 1st Line Support Technician


An opportunity has arisen for an experienced and dynamic 1st Line Support Technician to join a small focused Information Systems (IS) team. You will provide support across several locations to over 200 users covering all areas of the business, the successful candidate will help to ensure that the IT systems function efficiently in support of the wider business. This role offers ample opportunities to grow in both knowledge and experience. Along with this growth you will provide holiday/sickness cover for the other members of the IS team.


  • To provide first-line technical support to all staff and give general advice on the use of the hardware and software systems
  • To monitor and resolve calls generated via the IS Service Desk or to escalate them to the other members of the team, as appropriate, within agreed service levels
  • To provide first-line systems administrator support, to include:
  • user account & mailbox creation
  • password management
  • network resources security permissions
  • basic client networking fault diagnostics (e.g. DNS, DHCP)
  • create telephone accounts & configuration of voicemail
  • maintain mobile telecoms (e.g. Smart-phones, 3G dongles)
  • To install, configure and test new and upgraded desktop hardware and software, transferring the user?s data-files and configuration settings, where appropriate
  • To be proficient in Microsoft Office to an Advanced level to provide specific technical support to end-users (Training will be provided as necessary)
  • To maintain appropriate records for hardware warranty purposes and perform repairs to faulty hardware where possible, or organise the return to supplier for repair
  • To manage appropriate stock levels of key hardware and general consumable items
  • To liaise with suppliers to obtain quotes for the purchase of IT consumables, spare/replacement parts, etc
  • To maintain asset registers for both hardware and software
  • To assist with the maintenance and continuous improvement of the IT infrastructure throughout the business
  • To carry out other duties and projects which may from time to time become necessary
  • To provide suggestions and input as part of a continuous improvement culture
  • Be prepared to complete training and development programmes as required

IT 1st Line Support Technician

Person Specification

Education and Qualifications

  • Educated at least to GCSE or equivalent in ICT, Mathematics, English and/or Science
  • A relevant ICT qualification, i.e. NVQ level 3

Previous Experience

  • Experience providing hardware/software support for PC?s
  • Experience with any of the following would be a major advantage:
  • Microsoft Windows operating systems
  • Microsoft Office suite, including Outlook
  • Exposure to any of the following would be useful:
  • Backup software
  • Networking

IT 1st Line Support Technician

Personal Qualities

  • Self-reliant, self-motivating, able to work with minimum supervision
  • Enthusiastic and conscientious
  • Responsive and quick learner
  • Able to communicate confidently at all levels
  • Flexible, methodical and organised
  • Honest and trust-worthy
  • Customer focused

Further Considerations

  • As support is required at multiple locations some travel, including overseas, may be required
  • A full UK driving licence is required
  • Some out of hours working may be required from time to time in order to carry out routine maintenance and upgrades
  • Salary Benefits and Conditions of Appointment
  • Salary is commensurate with qualifications and experience - 39-hour week.
  • Holidays - 24 working days holiday plus statutory days.
  • Holiday allowance increases by one day per complete calendar year to a maximum of 29.
  • There is a Company pension scheme which, subject to its terms and conditions, you will be eligible to (and in some cases automatically) join.
  • Full details are available from the HR Department.
  • Death in service.
  • In the interests of all our employees we operate a No Smoking Policy except for in a designated area at break times only.

IT 1st Line Support Technician

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