Job title: First Line Support Technician
Location: Runcorn, WA7 1PZ
Contract Type: Permanent - Full Time
Hours: Mon - Fri 37.5 hours week - 09:00 - 17:00
ABOUT THE ROLE:
As a First Line Support Technician, you will be the initial point of contact for IT queries, service requests and incidents across Restore Technology. You will provide high-quality technical support to colleagues based at our Runcorn site, our other operational depots, and remote or hybrid colleagues.
You’ll play a key role in keeping our IT services running smoothly by diagnosing and resolving issues, escalating more complex problems when required, and supporting day-to-day IT operations. There may be occasional travel to other Restore Technology sites.
RESPONSIBILITIES:
- Provide first line helpdesk support via phone, email and ticketing systems
- Diagnose and troubleshoot hardware, software and basic network issues
- Configure and deploy workstations, printers and other IT equipment
- Support user account management, including account creation, password resets and access permissions
- Install, update and support common business applications, including Microsoft Office and email clients
- Carry out basic troubleshooting of Wi-Fi and LAN connectivity issues
- Maintain accurate records of support requests, resolutions and IT assets
- Escalate unresolved issues to second line support or external providers as appropriate
- Identify recurring issues and contribute to proactive solutions and improvements
- Support IT projects and continuous improvement initiatives across the business
ABOUT YOU:
- Familiarity with Windows operating systems, basic networking concepts and standard business applications
- Strong customer service and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage multiple tasks and prioritise workload effectively
- Previous experience in an IT support or service desk role
- Relevant IT certifications such as CompTIA A+, ITIL Foundation or Microsoft Fundamentals
- Experience using ticketing systems and remote support tools