You will be responsible for receiving, logging, and resolving Level 1 IT support tickets across hardware, software, and network issues. Working within a busy help desk environment, you will triage incoming requests via phone, email, and ticketing system, providing clear and timely resolutions to end users.
You will guide users through step-by-step troubleshooting, escalating unresolved issues with thorough documentation, and follow up to ensure satisfaction. You will also contribute to maintaining the knowledge base, support new employee onboarding, and identify recurring issues to report to the team lead—all while working with professionalism and a strong commitment to user experience.
Responsibilities
* Receive, log, and prioritise incoming support tickets via phone, email, and ticketing system
* Diagnose and resolve Level 1 hardware, software, and network issues
* Guide users through step-by-step troubleshooting clearly and patiently
* Escalate unresolved issues to Level 2 or Level 3 support with full documentation
* Follow up with users to confirm resolution and satisfaction
* Maintain and update the knowledge base with new solutions and workarounds
* Assist with onboarding new employees—account setup and equipment provisioning
* Track recurring issues and report patterns to the IT team lead
Candidate Profile
You are a technically capable and service‐oriented IT professional with experience in a help desk or end‐user support environment. You have a solid understanding of Windows and/or macOS systems, basic networking concepts, and common productivity tools. You are confident working autonomously, take ownership of your tickets, and understand the importance of clear communication and timely resolution.
Your ability to explain technical concepts in plain language, combined with patience and a calm approach under pressure, will ensure success in this role. Experience with ticketing systems such as Jira, Zendesk, or ServiceNow is essential. A CompTIA A+ certification or equivalent is highly regarded.
Culture & Benefits
This is a great opportunity to join a supportive IT team where your contributions are valued and your career can grow. We invest in our people and offer a clear progression path toward Level 2 and specialist roles.
* People‐first role focused on helping users succeed
* Varied day‐to‐day work across different user needs
* Supportive team environment with strong communication
Apply
If this sounds like you, please send your resume by clicking the apply link below and if you have any questions call our team directly.
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