IT Technical Support – Level 1

Treatt

. Provide friendly, professional first-line IT support through portal, telephone, email and in-person contact .

Posted 11/6/2026full-timeBury St Edmunds • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in providing IT support, managing incidents, and maintaining user accounts while adhering to IT service management and cybersecurity protocols. Capable of effectively communicating with users and documenting technical information accurately.

Highest-signal resume keywords

IT SupportIncident ManagementMicrosoft 365 SupportCyber-Security AwarenessUser Account Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingService Desk OperationsUser Account ConfigurationTechnical DocumentationIncident LoggingHardware DiagnosticsSoftware InstallationNetwork ConnectivityData Protection ProceduresOperational Checks

Soft Skills

Customer ServiceCommunicationProblem SolvingTeam CollaborationWillingness to Learn

Tools & Technologies

Windows EndpointsVirtual Compute EnvironmentsMobile DevicesPrintersBusiness Applications

Certifications & Qualifications

ITIL FoundationCompTIA A+Microsoft Fundamentals

Industry Keywords

IT Service ManagementIncident ResponseService RequestsChange ManagementCyber-Security Fundamentals

About the role

Key responsibilities & impact

Provide friendly, professional first-line IT support through portal, telephone, email and in-person contact
Log, categorise, prioritise and manage incidents and service requests according to service levels, procedures and escalation paths
Diagnose and resolve hardware, software, connectivity, access and collaboration issues
Keep colleagues informed of progress, next steps and resolutions
Own assigned tickets, maintain complete case notes and escalate with diagnostics, actions taken and business impact
Create, amend and remove user accounts and access under joiner, mover and leaver processes
Support Microsoft 365, virtual compute environments, Windows endpoints and servers, laptops, desktops, mobile devices, printers, barcode devices and business applications
Prepare, configure, deploy, maintain, recover and securely dispose of end-user equipment
Maintain asset, configuration, warranty, stock and lifecycle records
Support planned endpoint replacement activity
Complete scheduled operational checks and routine weekend maintenance
Follow information-security, data-protection, health and safety, change-management and access-control procedures
Recognise and escalate phishing, cyber-security events, data incidents and unusual system behaviour
Document resolutions, known errors, workarounds and user guidance in the knowledge base
Deliver basic user guidance, IT inductions and short training sessions
Identify recurring issues and improvement opportunities
Assist with software, firmware and security patching outside normal business hours when required
Triage approved cyber-security alerts
Support local technology changes, refresh activity and small improvement initiatives

Requirements

What you’ll need

Good general education, including English and Maths at GCSE grade 4/C or equivalent, or demonstrable workplace capability
ITIL Foundation, CompTIA A+, Microsoft Fundamentals or equivalent entry-level qualification desirable, not essential
Commitment to ongoing learning through role-based training, internal coaching and approved learning platforms
Experience in a customer-service, technical-support or service-desk environment desirable; strong transferable skills and willingness to learn also considered
Working knowledge of Windows devices and Microsoft 365 applications
Practical understanding of user accounts, permissions, networks and mobile technology
Ability to follow documented processes and carry out structured troubleshooting
Ability to record technical information accurately
Awareness of IT service-management concepts including incidents, service requests, priorities, escalation, knowledge and service levels
Awareness of cyber-security fundamentals including phishing, passwords, multi-factor authentication, least privilege and safe handling of company information

Benefits

Comp & perks

Competitive salary
Generous holiday entitlement
Opportunity to purchase additional holiday
Discretionary annual bonus
Private medical scheme
Private dental scheme
Pension scheme with 9% employer contribution
Life assurance
Group income protection
SAYE schemes
Free shares
Role-based training
Internal coaching
Approved learning platforms
Responsibility-based flexibility
Wellbeing initiatives
Community and charity projects
Subsidized social events
Health/work-life balance support