1st Line Support

Role: 1st Line Support
Location: Rednal, Birmingham (Fully In-Office)
Salary: £24,000 – £26,000
Network IT is recruiting for an IT Support Analyst to join a busy and growing support team based in Birmingham. In this front-line role, you’ll be responsible for handling IT incidents and service requests, supporting users across a wide range of technologies including desktops, mobile devices, business applications, and broadband connectivity.
This is an excellent opportunity for someone with proven IT support experience who is keen to continue developing their technical and customer service skills in a structured, professional environment. You’ll also gain exposure to ITIL practices, remote support tools, and a variety of enterprise systems.
This role will require you to be on-site, Monday to Friday out of their Rednal, Birmingham office. Please only apply if you are able to commute to and are willing to be on-site in Rednal, full-time.
Key Responsibilities

• Manage and resolve IT incidents and service requests through to resolution.
• Provide first-line and basic second-line technical support to end users.
• Deliver excellent customer service and act as a single point of contact for technical queries.
• Troubleshoot hardware, software, mobile devices, and connectivity issues.
• Escalate complex issues appropriately to internal teams or third-party vendors.
• Maintain technical documentation and contribute to internal knowledge bases.
• Support hardware and software moves, changes, and configurations.
• Collect data for reporting and contribute ideas for continuous service improvement.

Experience Required

• Prior experience in an IT support role, ideally in a commercial or customer-facing environment.
• Proficiency in supporting Microsoft Office, basic broadband/mobile broadband troubleshooting, and familiar with bespoke software support.
• Experience using remote desktop support tools and incident management systems (e.g. SupportWorks, Remedy).
• Familiarity with supporting mobile devices (Android, iOS, Windows Mobile).
• Strong problem-solving skills with a structured, calm approach under pressure.
• Excellent communication and customer service skills.
• Ability to write clear technical and user documentation.
• GCSEs in Maths and English (Grade C/4 or above).
• Comfortable working as part of a large, cross-functional support team.

Desirable Experience

• ITIL Foundation qualification or working knowledge of ITIL principles.
• Familiarity with EPOS/retail systems and back-office software.
• Knowledge of Ubuntu or other Linux-based systems.
• Experience using agent chat/IM tools or working in a call centre environment.
• IT-related degree or equivalent practical experience.
• Experience in supporting users in BYOD (Bring Your Own Device) environments.