Job Description
1st Line Technical Support Analyst
📍 Location: Nottingham
📄 Job Type: Full-Time / Permanent
💰 Salary: Competitive
About the Role
We are looking for a proactive and customer-focused 1st Line Technical Support Analyst to join a well established business in their IT support team in Nottingham. In this role, you will be the first point of contact for users experiencing technical issues, providing efficient troubleshooting and support via phone, email, and remote tools. This is an excellent opportunity for someone passionate about IT, eager to develop their technical skills, and committed to delivering exceptional customer service.
Key Responsibilities
🔹 Helpdesk Support:
- Respond to and log incoming technical support requests via phone, email, and ticketing systems.
- Diagnose and troubleshoot IT issues related to hardware, software, networks, and user accounts.
- Escalate complex technical issues to 2nd or 3rd line support when necessary.
🔹 User Assistance & Troubleshooting:
- Provide clear and professional guidance to users, ensuring timely issue resolution.
- Assist with password resets, software installations, and system configurations.
- Maintain accurate documentation of support requests and solutions.
🔹 System & Network Support:
- Support end-users with Microsoft Windows, Office 365, and other business applications.
- Troubleshoot connectivity issues, including Wi-Fi, VPNs, and network access.
- Assist with setting up and maintaining IT equipment such as laptops, printers, and mobile devices.
🔹 Continuous Improvement:
- Identify recurring issues and suggest improvements to enhance IT support efficiency.
- Keep up to date with the latest IT technologies and best practices.
What We're Looking For
✅ Technical Skills & Experience:
- Previous experience in a 1st Line IT support or similar role.
- Knowledge of Windows operating systems, Office 365, and basic networking principles.
- Familiarity with IT ticketing systems and remote support tools.
✅ Soft Skills & Attributes:
- Strong problem-solving skills with a logical and methodical approach.
- Excellent communication skills, both written and verbal.
- A customer-first attitude with the ability to remain calm under pressure.
- Ability to manage multiple support requests and prioritise tasks effectively.
What We Offer
🌟 Competitive salary and benefits package
📚 Ongoing training and career development opportunities
💻 Exposure to a variety of technologies in a fast-paced environment
🏆 A supportive and collaborative team culture
If you're an enthusiastic IT professional looking to grow your career in technical support, I'd love to hear from you!
Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.
Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
