Job Description

The IT Support Technician – Level 1 is responsible for providing first-line technical support to internal users and customers. The role focuses on delivering efficient and professional IT support through frontline call handling, troubleshooting desktop and Microsoft 365 issues, and resolving basic technical queries.

The successful candidate will support daily IT operations, ensuring minimal disruption to business activities while maintaining high levels of customer service and operational efficiency.

Key Responsibilities

• Provide first-line IT support via telephone, email, remote support tools, and service desk systems.
• Log, prioritise, manage, and resolve support tickets within agreed service levels (SLA’s).
• Troubleshoot and resolve desktop, laptop, printer, peripheral, and basic networking issues.
• Support users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint.
• Assist with password resets, account administration, and access-related requests within Active Directory and Microsoft 365.
• Perform user adds, moves, and changes (AMC) in line with business and security procedures.
• Escalate unresolved or complex technical issues to Level 2 or senior support teams where appropriate.
• Install, configure, and maintain desktop hardware, operating systems, and software applications.
• Assist with workstation deployments, onboarding of new employees, and device setups.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and IT procedures.
• Deliver a high standard of customer service and maintain effective communication with users throughout the support process.
• Support routine IT maintenance activities, updates, system checks, and patch management.
• Assist with the tracking and management of IT equipment and software assets.
• Ensure compliance with company IT policies, security standards, and best practices.
• Contribute to continuous improvement initiatives within the IT support function.

Requirements

Skills & Experience

• Minimum of 2 years of experience in an IT Helpdesk, Service Desk, or Level 1 Support role.
• Basic knowledge of Microsoft 365 administration and end-user support.
• Understanding of Microsoft Windows operating systems and desktop troubleshooting.
• Familiarity with Active Directory user administration and account management.
• Basic understanding of networking concepts, including Wi-Fi, VPN connectivity, and troubleshooting.
• Experience using IT ticketing or helpdesk systems.
• Strong troubleshooting and problem-solving skills with a methodical approach.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to build positive working relationships.
• Ability to prioritise workload and manage multiple support requests effectively.
• Strong attention to detail and commitment to delivering accurate, high-quality work.
• Ability to work independently as well as collaboratively within a team environment.

Personal Attributes

• Customer-focused with a professional, positive, and helpful attitude.
• Enthusiastic, self-motivated, and eager to learn new technologies and systems.
• Calm and resilient when working under pressure in a fast-paced environment.
• Strong organisational, administrative, and time management skills.
• Flexible and adaptable with the ability to manage changing priorities.
• Reliable team player with strong interpersonal skills.
• Proactive with a willingness to take ownership of tasks and issues through to resolution.
• Committed to continuous improvement and delivering service excellence.

Preferred Qualifications

• IT-related diploma, certification, or equivalent qualification.
• Microsoft certifications or related technical certifications are advantageous.
• Basic understanding of ITIL principles and service management practices is beneficial.

Benefits

Why Join Growth Resourcing?

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities—we grow people, not just teams
• Learn fast, move fast, and make an impact from day one