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1st Line Support – Bury St Edmunds HD Tech is delighted to be recruiting for an IT First Line Support. This is an excellent opportunity for a customer-focused IT professional to join a growing organisation and play a key role in delivering high-quality first-line support across multiple sites. This position would suit someone with a strong service mindset, solid troubleshooting ability, and the confidence to support users both remotely and on-site. The Role • Full-time, 40 hours per week, • Working hours: 9:00am to 5:00pm, • Location: Based from Bury St Edmunds office with occasional travel to sites across Norfolk, Suffolk and Essex, • Salary: £25,000 - £30,000, depending on experience, • Hybrid working: Possible hybrid options available, • Reporting to: Head of Technology and Services A full driving licence and access to your own vehicle is essential for this role. Key Responsibilities • Provide first-line technical support for hardware, software and network-related issues, both remotely and in person, • Log, prioritise and manage support requests through the IT ticketing system, • Diagnose and resolve common IT issues, including password resets, account lockouts, software installations and printer problems, • Support users with core business applications, including Microsoft Office and email platforms, • Escalate more complex issues to second-line support or the relevant IT teams where appropriate, • Maintain accurate records of IT assets, devices and system configurations, • Assist with employee onboarding and offboarding, including user account creation and equipment setup, • Contribute to the development and upkeep of IT documentation and knowledge base materials, • Identify recurring technical issues and recommend improvements to processes and support delivery, • Ensure compliance with IT policies, procedures and security best practice, • Deliver a consistently high standard of customer service with a professional and approachable manner Key Skills and Experience • Strong understanding of MDM management of endpoints using Microsoft Entra/Intune, • Good knowledge of basic networking principles, • Strong customer service skills and a genuine commitment to user support, • Ability to work independently as well as collaboratively within a team, • Comfortable working in a fast-paced environment, • High level of accuracy and attention to detail, • Confident communication skills, both written and verbal, • Professional and responsive approach to all communications Desirable Skills • Experience supporting Mac OS, • Exposure to Python and JSON scripting, • Experience working in environments involving vulnerable adults, • Familiarity with asset management systems

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