1st Line Support

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