About Av-Comm
Av-Comm is a trusted provider of satellite communications solutions, delivering innovative and secure systems to defence, government, and commercial clients. With a strong focus on engineering excellence and mission-critical technologies, we are expanding our IT support team to aid delivery of our products and services.
Role Overview
We are seeking a Level 1 IT Support Technician to be the first point of contact for internal IT support. You'll handle day to day issues, keep requests organised, resolve common problems quickly supporting the IT Support Officer by triaging incoming support requests, gathering the right info early, and escalating when required.
This role suits someone who enjoys helping people, can juggle varied requests, and takes pride in issue resolution and user support.
Key Responsibilities
Frontline support & triage
• Act as the first point of contact for all IT incidents and service requests (Teams, email, ticketing, walk-ups where needed).
• Log, categorise, prioritise, and track tickets end-to-end in the ticketing system.
• Clarify issues early by asking the right questions, reproducing issues where possible, and capturing evidence (screenshots, error codes, steps to reproduce).
• Triage and route work appropriately, escalating to the IT Support Officer or Engineering Manager with a clear understanding of the issue.
Level 1 troubleshooting & resolution
• Resolve common "quick win" issues efficiently, including:
o Account access, password resets, MFA support
o Laptop/desktop basics (performance, updates, peripherals, printers etc.)
o Microsoft 365 user support (email, calendar, collaboration tools)
o Wi-Fi/basic connectivity troubleshooting
o Standard application installs and access requests
• Coordinate with vendors or third parties for routine support cases where required.
Device & user lifecycle support
• Support onboarding/offboarding processes:
o Set up accounts, devices, access groups, and baseline applications
o Prepare and ship/hand over devices, ensure policies applied, confirm everything works on day one
o Offboarding: access removal, device return, data handover processes
• Maintain an accurate asset list (laptops, monitors, peripherals) and track warranties, replacements, and stock levels.
Customer network support
• Act as the primary point of contact between customers and hosting providers for basic customer support, network-related issues and escalations.
• Monitor alerts from network monitoring systems, initiate troubleshooting steps, and communicate status updates to customers.
• Document resolutions and actions taken and maintain accurate technical records for future reference.
Process, documentation & continuous improvement
• Maintain and improve internal knowledge articles, quick-start guides, and standard checklists.
• Identify recurring issues and propose simple improvements (automation, better documentation, standardisation).
• Help keep internal IT organised (ticket hygiene, status updates, reporting on trends and common pain points).