1st Line Support Technician

Please Apply via the link below: apogeecorp.ciphr-irecruit.com/applicants/vacancy/818/1st-Line-Support-Technician JOB DETAILS As a 1st Line Helpdesk Technician, you will be the first point of contact for customers needing support with IT, hardware, software and network-related issues. You will handle incoming support requests, diagnose problems, provide remote support where possible, and escalate more complex issues to the right team when needed.

This is a customer-focused role, so keeping clients updated and delivering a helpful, professional service is key. The role will involve:

Responding to customer support requests by phone, email or ticketing system. Logging, managing and updating support tickets accurately. Providing first-line troubleshooting for laptops, desktops, applications, servers and network issues. Using remote access tools to investigate and resolve IT faults.

Keeping customers informed on progress and agreed next steps. Escalating issues where they cannot be resolved at first point of contact. Supporting service levels by responding to issues promptly and professionally. A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break.

This role also offers flexibility to work from home, typically two days per week for a five-day working week once training is complete. SKILLS AND EXPERIENCE REQUIRED Experience supporting customers with IT, hardware or software issues. Good understanding of laptops, desktops, basic networking and common IT applications.

Confident troubleshooting skills across Windows PCs, Macs, printers or connected devices. Knowledge of basic network terms such as IP addressing, DNS and routing. Experience using remote support or ticketing tools would be useful. Ability to explain technical issues clearly to non-technical users. A practical approach to problem solving and knowing when to escalate issues.

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.