1st Line Support Technician

Get your IT career off to a flying start with IT Norwich Ltd.

We're looking for a motivated 1st Line Support Technician to join our small team of agents supporting small businesses across Norfolk.

The successful candidate will be a valued team member, eager to develop their skills in a supportive, growth-focused environment. We'll fund your professional development and reward your achievements and performance with real financial benefits.

You'll have alternate Fridays off – use the time to recharge or study for those CompTIA certifications if you don't already have them.

Key Tasks

• Be the first point of contact for small business clients experiencing technical issues.
• Provide IT support via phone, email, remote assistance, and on-site visits.
• Troubleshoot hardware, software and network issues.
• Manage and resolve tickets through our ticketing system while maintaining high customer satisfaction.
• Document all interactions and resolutions for future reference and continuous improvement.
• Prepare equipment in our workshop and install them at our customers sites.
• Communicate technical solutions to non-technical users in a friendly manner.
• Collaborate within our experienced team and escalate complex issues when needed.
• Work with 3rd-party providers to resolve technical challenges.
• Support clients with different environments.

Bonuses for Personal Development & Performance

We're committed to your professional development and believe in rewarding achievement.

• Employees with current CompTIA A+ and CompTIA Network+ certifications will benefit from an increase in salary – if you don't have those certifications when you join us we'll help you to achieve them by covering all study materials and exam costs.
• An additional performance-based bonus scheme rewards productivity with sliding scale bonuses, giving you greater earning potential.

The Successful Candidate will have ...

• a clean UK driving license
• a passion for technology and problem-solving
• strong communication and customer service skills
• a basic understanding of Windows operating systems and networks
• a willingness to study for professional certifications in your own time
• an excellent telephone manner - polite, friendly, helpful
• excellent standards of written and spoken English
• be prompt, organised, and have an excellent attention to detail
• a professional and courteous demeanour.

It will be an advantage to have...

• your own vehicle
• previous 1st line support experience
• previous or current CompTIA certifications.

Job Types: Full-time, Permanent

Pay: £23,587.00-£29,484.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Application question(s):

• Do you currently hold any CompTIA certifications?

Licence/Certification:

• Driving Licence (required)

Work Location: In person