IT Support Technician – 1st/2nd Line

Location: Barnsley

Salary: £30,000–£35,000 per annum

Hours: 37.5 hours per week

Position: Full-time

Kestrel Talent is recruiting an experienced 1st/2nd Line IT Support Technician for a growing managed service provider supporting small and medium-sized businesses.

This is an opportunity for someone who already has solid hands-on IT support experience and wants greater technical variety, closer customer relationships and the opportunity to progress within a small, knowledgeable team.

The role

You will work directly with customers to resolve technical problems across a variety of business environments.

You’ll take ownership of service desk tickets from initial contact through to resolution, keeping customers informed and explaining technical issues clearly. Support will be provided by telephone, email, remote-access tools and on-site when required.

This is an ideal opportunity for someone currently working in first-line support who is ready to step up, or an existing 1st/2nd Line Technician looking for broader exposure and more responsibility.

Responsibilities

• Provide responsive first and second-line IT support.
• Own service desk tickets and drive issues through to resolution.
• Troubleshoot Microsoft 365, Windows, email, networking, hardware, printers, mobile devices and business applications.
• Create and manage users, mailboxes, groups, permissions, security settings and access controls.
• Install and support desktops, laptops, servers, networking equipment and cloud services.
• Complete proactive monitoring, maintenance, patching and basic system administration.
• Support endpoint security, backup systems and cyber-security processes.
• Maintain accurate ticket notes, technical documentation and customer system records.
• Escalate complex issues appropriately while retaining ownership.
• Assist with customer projects, device rollouts, installations and site visits.
• Build trusted relationships by providing clear, reliable and personable support.
• Share knowledge and contribute to improvements across the service desk.

Technology exposure

You will work across a broad range of business technology, including:

• Microsoft 365
• Windows desktops and laptops
• Windows servers
• DNS, DHCP, Wi-Fi, routers, switches and VPNs
• Endpoint security and cyber-security tools
• Backup and monitoring platforms
• Cloud services
• Remote monitoring and support tools
• Scripting and automation workflows
• Business systems integrations

Experience required

Previous experience in an IT support position is essential.

You should have:

• Hands-on experience supporting Windows PCs and Microsoft 365.
• Experience managing users, mailboxes, groups and permissions.
• A practical understanding of networking fundamentals.
• Strong troubleshooting and problem-solving skills.
• Experience using ticketing or remote-support systems.
• The confidence to communicate directly with customers.
• Clear written communication and accurate documentation skills.
• An organised approach to competing priorities and interruptions.

Experience within an MSP or another busy multi-customer support environment would be a strong advantage, although it is not essential.

The person

The employer is looking for someone curious, capable and motivated—someone who thinks clearly, asks good questions and wants to understand why something has gone wrong rather than simply following a script.

Technical ability matters, but attitude and customer service are equally important. You should be friendly, calm under pressure and able to explain technology in plain English.

Development and progression

This position offers the opportunity to build a long-term career within a growing MSP.

The successful person will receive ongoing technical development, internal knowledge sharing, vendor training where appropriate and exposure to varied customer environments. Over time, you’ll have the opportunity to take on more complex technical work and become involved in automation, systems integration and customer projects.

• If you want a varied IT support role where you can take ownership, develop technically and make a genuine difference to customers, apply today!