1st Line Technical Support

1st Line Technical Support Job Description Template

Our company is looking for a 1st Line Technical Support to join our team.


  • Familiarity with Windows 10 and Windows Server 2012 and above;
  • 1st line helpdesk support;
  • Onsite technical support;
  • Familiarity with network technologies;
  • Carry out daily checks on client monitoring systems;
  • Respond to client requests within set response times;
  • Record notes of all work carried out on case management system;
  • Assist with in-house product and system builds;
  • Provide initial remote troubleshooting of problems with services;
  • Assist with IT & AV projects;
  • Audio and IT system testing;
  • Using CRM and Incident management software;
  • Proactively escalate issues to appropriate departments;
  • Carry out essential housekeeping and admin tasks on client IT services;
  • Provide occasional on-site troubleshooting or installation of IT systems and services.


  • Remote Connections;
  • Visual Basics and C#
  • Knowledge of legacy Windows Server Operating Systems (2000, 2003);
  • Excellent customer relations and communications skills;
  • Basic knowledge of common LAN and WAN network communications protocols (Ethernet 802.3 and 802.11, TCP/IP, NetBIOS, xDSL);
  • 1st Line / Support / Service Desk experience with networking / LAN / WAN / Wifi / Windows / Microsoft etc;
  • Borland & SQL;
  • Office etc;
  • Windows 7, 8, 8.1 and 10;
  • Ability to work on multiple tasks at any given time;
  • Petrol forecourt systems;
  • Ability to prioritize and time manage effectively;
  • Good working knowledge of Computer Architecture;
  • Strong listening skills;
  • A genuine interest in the IT industry / IT technologies and working ‘hands on’ within the field.