Tier 1 IT Support Technician

Salary: £26,000 - 34,000 per year

Requirements:

• We require 2+ years of experience in an IT service desk or technical support role
• We require strong customer service skills
• We require a confident and professional telephone manner
• We require good troubleshooting and problem-solving ability
• We require strong organisational skills
• We require a sense of urgency when dealing with customer issues
• We require the ability to manage multiple tickets without losing track
• We require a team-focused attitude
• We require a willingness to learn and improve
• We require experience supporting Windows 10/11, Microsoft 365, Active Directory / Entra ID, SharePoint, VoIP phone systems, mobile phone setup and support, basic networking, macOS, printers, and common desktop hardware
• We consider VMware, Windows Server, or more advanced infrastructure experience useful but not essential
• We require a driving licence
• We prefer GCSE or equivalent education
• We require 2 years of technical support experience
• We require 2 years of customer service experience

Responsibilities:

• We are the first point of contact for customers needing IT support
• We log, manage, and progress support tickets through our service desk system
• We troubleshoot common issues across desktops, laptops, Microsoft 365, networking, printers, phones, and user accounts
• We keep customers updated as their tickets progress
• We take ownership of our workload and follow issues through properly
• We escalate more complex issues to 2nd line support when needed
• We work with our teammates to keep the service desk running smoothly
• We create and update internal support documentation
• We highlight recurring issues, risks, or anything that could impact customers or the wider business
• We handle support requests by phone, email, and ticket in a calm, professional, and customer-focused way

Technologies:

• Active Directory
• Hardware
• Support
• macOS
• Microsoft 365
• Mobile
• SharePoint
• VMware
• Windows
• Office 365
• REST

More:

We are m3 Networks, a supportive and straightforward IT services team based in Edinburgh. We are hiring a friendly, motivated Tier 1 IT Support Technician to join our service desk and support business customers across the UK. This is a permanent, full-time, in-person role working Monday to Friday, offering a salary of £26,000 to £34,000 per year, along with benefits including additional leave, bereavement leave, company events, company pension, free parking, on-site parking, sick pay, transport links, and work-from-home options. We offer hands-on experience across a wide range of customer environments, training and development opportunities, exposure to different technologies, and a clear path to build technical skills in a workplace where your contribution matters.

last updated 42 week of 2026