First Line Support

Iconic are proud to have partnered again with a dynamic Managed Service Provider (MSP) based in Edinburgh, dedicated to delivering top-notch IT support and services to their diverse client base.
They pride ourselves on our customer-centric approach and our commitment to excellence.
The Role : They are seeking a motivated and enthusiastic First Line Support Technician to join the team.
This role is ideal for someone with 1-2 years of experience in a similar position within an MSP environment.
As a First Line Support Technician, you will be the first point of contact for clients, providing essential technical support and ensuring a high level of customer satisfaction.
Key Responsibilities : Responding to client queries via phone, email, and ticketing system.
Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
Escalating complex issues to second and third line support teams when necessary.
Maintaining accurate records of client interactions and technical issues.
Providing remote support and occasional on-site assistance.
Assisting with the setup and configuration of new equipment and software.
Requirements : 1-2 years of experience in a First Line Support role within a Managed Service Provider.
Strong understanding of Windows operating systems and Microsoft Office Suite.
Basic knowledge of networking principles and troubleshooting.
Excellent communication and customer service skills.
Ability to work independently and as part of a team.
Strong problem-solving skills and attention to detail.
Benefits : Competitive salary up to £23,000 per annum.
Opportunities for professional development and career progression.
Friendly and supportive work environment.
Company pension scheme.