1st Line IT Support Technician

1 month ago

Blackpool, Blackpool, United Kingdom Federation of Small Businesses Full time

The Federation of Small Businesses (FSB) is the leading voice of 5.5 million small businesses and the self-employed across the UK. Since 1974, we've supported people to start, run and grow their own business. With market-leading benefits, local support, financial expertise, networking events and more, we provide our members with all the tools they need to succeed in business. We're also the UK's leading business campaigner, focused on delivering change on issues that matter most. With teams across the UK, we work with governments and decision-makers to make real change happen.

We are committed to leveraging cutting-edge technologies to provide exceptional solutions for our staff and our members. As part of our growth, we are seeking a highly motivated 1st Line IT Support to join our growing IT team. This is an exciting opportunity to kickstart your career in the world of IT.

What will you do?

As a 1st Line IT Support Technician based at our Blackpool office, you will be the first point of contact for our internal users, after relevant on the job training you will be providing high-quality technical support and troubleshooting services. Your role will involve diagnosing and resolving IT issues, escalating complex cases when necessary, and ensuring our IT estate runs smoothly. You will work closely with the wider IT team and other departments within FSB to deliver timely and efficient support.

Key Responsibilities:

  • Provide first-line technical support to users via phone, email, and in-person.
  • Troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
  • Assist with the setup and configuration of new IT equipment and systems.
  • Manage user accounts and permissions within the company's network and systems.
  • Document and track support requests using the company's ticketing system.
  • Escalate complex issues to the 2nd line support team when necessary.
  • Assist in maintaining IT documentation and knowledge base.
  • Perform routine checks and maintenance on IT systems and infrastructure.
  • Contribute to the continuous improvement of IT processes and procedures.
  • Occasional visits to our other office in London, Cardiff, Glasgow & Belfast.

Essential Skills

  • An interest in IT support.
  • Basic understanding of networking principles and common protocols.
  • Excellent problem-solving skills and a logical approach to troubleshooting.
  • Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
  • Customer-focused attitude with a commitment to providing excellent service.
  • Ability to work independently and as part of a team.

Essential Qualifications

  • English and Maths to GCSE level (or equivalent).

Desirable Qualifications

  • Relevant IT certifications (e.g., Azure, CompTIA A+, Microsoft Certified Professional).
  • A Level or BTEC Computer Science or equivalent experience.
  • ITIL Foundation

FSB is dedicated to helping small businesses survive through these difficult times, and we value our staff enough to provide highly competitive rates of pay, benefits, and internationally recognised qualifications. We believe your work life balance is important, so our working hours don't include weekend or evening work. We provide you with all the tools, skills and support to help our members every day, and help you develop your skills through teamwork and relationship building. We believe diversity is the key to success, and we encourage people from all walks of life and backgrounds to come and join us. Our inclusive environment allows all our employees to bring their whole selves to work.

In addition to a fulfilling career with FSB, you'll also benefit from:

  • 26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot*
  • Annual Flex Pot* to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme and discounted gym membership
  • Health cash plan* (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing)
  • Critical illness and income protection insurance*
  • Enhanced Maternity and Paternity Pay
  • Access to an employee assistance programme and mental health first aiders
  • Group Personal Pension (GPP)

*Applicable on completion of probationary period and subject to terms

Additional Information

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

As an equal opportunities employer, FSB is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and Inclusion agenda and aspire to have a diverse and inclusive workplace, where all employees can bring their whole self to work. We strongly encourage suitably qualified applicants from a range of backgrounds to apply and join FSB. Candidates with a disability who require reasonable adjustments should contact the HR department.

Applicants are advised to apply early. We reserve the right to close a vacancy prior to the closing date if a high number of applications are received. If you are successful and short listed for interview you will be contacted by email.

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