First Line IT Support Specialist

About The Role

We’re looking for a proactive, tech-savvy problem-solver to join our friendly and fast-paced IT team. This is a fully remote role, so you can work from anywhere in the UK while helping to keep our systems (and our people) running smoothly.

You’ll be the first point of contact for all things IT , tackling hardware hiccups, software snags, and connectivity conundrums with calm efficiency. If you’re someone who loves solving problems, helping others, and working in a supportive, team-driven environment, this could be the perfect next step for you.

Shift patterns: Standard 08:30 AM - 5:00 PM, Monday to Friday, plus participation in a scheduled weekend work rota. Flexible working options.

What You’ll Do

• Provide first-line support to users via phone, email, and remote tools — covering hardware, software, network, and peripheral issues.
• Diagnose and resolve problems quickly, aiming for a high first-time fix rate.
• Log and manage tickets within our ITSM system, keeping everything on track and on record.
• Install, configure, and upgrade software and operating systems.
• Manage user accounts through Active Directory (creating, modifying, resetting passwords).
• Escalate complex issues when needed — with clear, thorough notes to help our second and third-line teams.
• Handle basic network troubleshooting, including VPN and connectivity support.
• Take part in a fair and well-organised weekend rota to ensure round-the-clock coverage.
  
  
  

What You’ll Bring

• Experience in a First Line IT Support, Service Desk, or Helpdesk role.
• Strong knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, etc.).
• Hands-on experience with Active Directory and remote support tools.
• Confidence troubleshooting PCs, printers, and peripherals.
• Great communication skills — you can translate “tech speak” into friendly, helpful guidance, even remotely.
• The ability to work independently and manage your time effectively in a remote setting.
  
  
  

Nice to Have

• IT certifications such as CompTIA A+, Network+, or Microsoft Certified.
• Experience with Mac OS.
• A basic grasp of networking concepts (TCP/IP, DNS, DHCP).
• MSP (Managed Service Provider) experience.
  
  
  

What We Will Offer You

• A competitive salary between £31,000 - £36,000 per annum.
• Full flexibility with 100% remote working.
• A friendly, collaborative team that genuinely supports one another.
• Plenty of learning and development opportunities to grow your IT career.
• A wide variety of tech challenges to keep every day interesting.
  
  
  

No recruitment agencies, please. Any CVs we receive from agencies will be treated as an unexpected but free gift.