First Line Support

Description:

Searchability® is hiring a First Line Support Technician on behalf of a reputable and fast-growing Managed Services Provider (MSP) based in Surrey. This full-time, permanent role offers a competitive salary range and a chance to start immediately, making it an excellent opportunity for candidates currently on short notice.

This position is ideal for a motivated IT professional looking to develop their career in a dynamic, client-focused environment. The successful candidate will be the first point of contact for customers, offering remote support to resolve a range of IT issues. You'll work as part of a collaborative team dedicated to delivering responsive, high-quality technical assistance.

Key Responsibilities:

• Act as the first point of contact for client IT support queries via phone, email, and ticketing system

• Provide prompt and effective troubleshooting for hardware, networking, and software issues

• Escalate complex technical problems to senior support teams where appropriate

• Document all support interactions and solutions within the service management system

• Collaborate with team members to maintain high levels of client satisfaction

• Deliver support in line with service level agreements and organizational procedures

Requirements:

• Prior experience in a first line support or service desk role (MSP experience is highly preferred)

• Solid understanding of Windows 10/11 and Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)

• Working knowledge of Active Directory for user account management

• Basic troubleshooting of hardware (e.g., printers), networks, and software

• Excellent communication skills and a strong customer-service mindset

• Ability to work efficiently in a fast-paced, multi-client environment

• Strong problem-solving and time management skills

• A full UK driving license is desirable for occasional on-site support

Desirable Skills:

• Exposure to Microsoft Intune, Autopilot, or Azure Active Directory

• Experience with remote monitoring and management (RMM) tools such as ConnectWise or Datto RMM

• Certifications such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation