1st Line IT Support Technician – Home-Based

1st Line IT Support Technician – Home-Based

Home-based with travel to client sites across Kent

£26k 37.5 hours per week, Monday to Friday

Are you currently working in IT support and looking for a role that allows you to work from home?

Do you have a good working knowledge of Windows and Microsoft 365 administration?

Would you enjoy supporting a varied customer base, rather than working with the same users and systems every day?

We are recruiting for a 1st Line IT Support Technician to join a long-established IT services business supporting organisations across Kent and the wider UK. The company has been established for many years and works with customers of all different sizes and across a wide range of industries. They do not focus on one particular sector, meaning you will gain exposure to a diverse mix of customer environments, technologies and support requirements.

The team currently works remotely, making this a genuine home-based opportunity. You will occasionally need to visit customer sites across Kent when an issue cannot be resolved remotely, which is likely to be around once or twice a week depending on customer requirements.

The business was previously based in Maidstone and may consider opening another office in the Maidstone area in the future. There are no confirmed plans or timescales for this, but you should live within a reasonable travelling distance of Maidstone and the wider Kent area.

The role

You will be one of the first people customers speak to when they experience a technical problem.

You will take ownership of incoming support requests, ask the right questions, troubleshoot issues remotely and resolve as much as possible at first contact. More complex issues will be escalated to the appropriate engineer with clear and accurate information.

This would suit somebody who already has some experience within IT support and has developed a good foundation across Windows and Microsoft 365.

It is not aimed at an experienced 2nd Line Engineer. Instead, it is an opportunity for somebody who is confident at 1st Line level and keen to broaden their knowledge while supporting a varied customer base.

Your responsibilities will include:

Providing first-line technical support by telephone, email and remote support tools

Logging, prioritising and managing support tickets

Troubleshooting Windows desktop and laptop issues

Supporting Microsoft 365 and Exchange Online environments

Creating and removing user accounts

Managing Microsoft 365 licences and resetting passwords

Assisting with Microsoft Teams, OneDrive and SharePoint permissions

Supporting software installations, configurations and updates

Diagnosing hardware, printer and peripheral issues

Carrying out basic troubleshooting across LAN, Wi-Fi and VPN connections

Supporting mobile phones, tablets and VoIP systems

Escalating more complex issues to senior engineers

Keeping customers updated throughout the support process

Maintaining clear and accurate ticket notes

Visiting customer sites when remote support is not possible

What we are looking for

You will ideally have previous experience within an IT helpdesk, service desk, technical support or similar customer-facing IT role.

You should have a good working knowledge of:

• Windows operating systems
• Microsoft 365 administration
• User account creation and management
• Password resets and licence administration
• Microsoft Teams, OneDrive and SharePoint
• Desktop and laptop troubleshooting

Experience across some of the following would also be useful:

• Exchange Online
• Ticketing systems
• TCP/IP networking
• DHCP and DNS
• VPN troubleshooting
• LAN and Wi-Fi connectivity
• Mobile devices and tablets
• VoIP support
• macOS

You do not need to know everything, but you should be comfortable resolving common 1st Line issues and willing to learn when you come across something unfamiliar. Just as importantly, you will need to be somebody who enjoys helping people.

You should communicate clearly, remain calm when customers are frustrated and be able to explain technical information in a straightforward way.

As this is a home-based position, you will need to be organised, self-motivated and comfortable managing several support requests at once. You will still work closely with the wider technical team and will have support available when an issue needs to be escalated.

Working hours

This is a 37.5-hour working week, Monday to Friday.

The team operates two shifts, which rotate weekly:

• 8:30am to 5:00pm
• 9:00am to 5:30pm

Driving requirement

You must hold a full UK driving licence and have access to your own car, as you will need to travel to customer sites across Kent when required.

Business mileage will be reimbursed.