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Job Advert: 1st Line IT Support Technician (Remote, Full-Time)Position: 1st Line IT Support Technician Location: Fully Remote Working Hours: Monday to Friday, 3:30pm - 12am Salary: £27,000 - £28,000SF Recruitment are working with a well-respected and highly reputable business who are seeking a fully remote First Line IT Technician. This is a fantastic opportunity for a tech-savvy individual who thrives on solving problems, delivering exceptional customer service, and working in a fast-paced role. You must have a real passion for working in this sector and ideally wanting to progress further in this field. Therefore, if you're looking for that next step up in your career and looking to take on more responsibilities and want more exposure, then this could be perfect for you. Key Responsibilities:
- Handle all incidents and requests
- Process and ITIL best practices.
- Ensure all incidents and requests are acknowledged and responded to within the agreed Service Level Agreement (SLA).
- Deliver clear, professional responses to incidents and requests, ensuring consistent communication throughout the customer's support hours.
- Set realistic expectations by clearly outlining timelines and next steps, keeping customers informed as incidents and requests progress to a resolution.
- Stay up to date with internal processes, regularly review knowledge articles and online resources, and collaborate with team members to deliver first-time fixes whenever possible.
- When necessary, escalate incidents and requests to internal resolver teams or external parties, ensuring effective collaboration until resolution.
- Contribute to the growth and accuracy of the Service Desk Knowledge Base by submitting new articles and identifying areas of missing or incomplete information.
Skills
- Demonstrate empathy, active listening, and a polite, professional telephone manner when interacting with users.
- Proven experience handling incidents, requests, or cases within an ITSM toolset, such as ServiceNow.
- Experience with Jamf Pro and/or Jamf School, including managing Smart and Static Groups, deploying apps, renewing DEP, VPP, and APNS certificates.
- Familiarity with policies and configuration profiles.
- Strong experience in diagnosing and resolving hardware and software issues on macOS and iOS devices.
- Experience in troubleshooting hardware and software issues on Windows 10 and 11 systems.
- Hands-on experience with Active Directory (Azure and On-Prem) and Microsoft 365 (Exchange Online, Teams/SharePoint Admin Centre).
- Experience using Microsoft Intune for Device enrollment, App deployment and Device configuration
Why joinOur client is an innovative and forward-focused organisation, dedicated to empowering passionate individuals to reach their full potential. They're not just about filling roles - they're about fostering growth, encouraging their team to develop, and shaping the way they work together. If you're an enthusiastic IT professional seeking flexibility and an exciting new opportunity, apply now for immediate consideration. Our client aims to secure the right candidate before the Christmas break, ready to kickstart the new year with success!
