First Line Technology Support Agent

Salary: £33,000 - 73,000 per year

Requirements:

• Experience handling IT support requests, incidents, or service desk tickets in a structured environment, with the ability to troubleshoot issues and determine when escalation is required.
• Ability to diagnose and resolve hardware, software, Microsoft 365, Windows, end-user device, and basic network issues while identifying root causes.
• Experience using ticketing systems to log, categorise, prioritise, track, and manage incidents through to resolution.
• Proven ability to prioritise workload, manage multiple requests effectively, and deliver excellent customer service while communicating technical information to non-technical users.
• Demonstrable ability to follow processes relating to data protection, security, and compliance, whilst maintaining accurate documentation, knowledge articles, and technical procedures.
• Basic DBS check required.

Responsibilities:

• Be the first point of contact for IT support across the business, helping colleagues resolve technical issues and keeping systems running smoothly.
• Triage incoming requests, aiming for first-time fixes where possible and escalating more complex issues to wider technology teams when needed.
• Investigate and troubleshoot hardware, software, and network issues, providing clear guidance to users both remotely and on-site where required.
• Manage and document incidents in the ticketing system, ensuring accurate prioritisation and timely resolution.
• Support the installation and maintenance of IT equipment.
• Contribute to knowledge base documentation.
• Proactively identify improvements that prevent recurring issues.

Technologies:

• Hardware
• Support
• Microsoft 365
• Network
• Security
• Windows
• Office 365

More:

We are Places for People, the UKs leading Social Enterprise, and we hire people, not numbers. We are dedicated to creating inclusive and thriving communities for both our customers and employees, and we want colleagues who do the right thing, are enthusiastic, motivated to grow, respect others, and enjoy their work. This role is based on site three days a week at our Gurney Office, Building Three, Watchmoor Park, Camberley, Surrey, GU15 3YL. We offer a comprehensive benefits package including competitive salary with regular annual review, pension with matched contributions up to 7%, bonus scheme, 35 days holiday with the option to buy or sell days, healthcare cashback, wellbeing support, private GP and health services, rewards and retail discounts, training and development opportunities, professional qualifications, career progression, internal development programmes, recognition schemes, a strong focus on inclusion and wellbeing, and free membership to Places Gyms. We also have a strong safeguarding commitment and follow robust checks and policies to help create a safe working environment.

last updated 30 week of 2026