⦿ Available Position

First Line Support Technician

Explore an exciting opportunity to grow with the Scale Shore Consulting team.

Job Overview

We are looking for a customer-focused and proactive First Line Support Technician to provide essential IT support to users. This role is ideal for someone with strong communication skills, a basic technical foundation, and a keen interest in IT. You will be the first point of contact for all technical queries, helping to ensure a seamless technology experience for employees and customers.

Job Responsibilities

1. IT Support & Troubleshooting
• Handle support requests via phone, email, and ticketing systems.
• Resolve common hardware, software, and network issues.
• Assist with password resets, software installations, and basic IT problems.
• Prioritize and log support tickets, escalating when needed.

2. Hardware & Software Assistance
• Support desktop, laptop, printer, and mobile device troubleshooting.
• Assist users on Windows, MacOS, and standard software platforms.
• Help with system updates, patches, and basic security protocols.

3. User Account & Onboarding
• Manage user accounts, email access, and basic Active Directory tasks.
• Support new user IT setup and onboarding procedures.

4. Network & Connectivity
• Assist with Wi-Fi, VPN access, and network-related issues.
• Escalate persistent or complex connectivity issues to higher support levels.

5. Documentation & Reporting
• Maintain records of IT issues and resolutions.
• Contribute to user guides and internal knowledge bases.
• Provide reports on common issues and support trends.

6. Escalation & Collaboration
• Collaborate with Second and Third Line Support when needed.
• Follow IT policies and contribute to system security and compliance efforts.

Required Skills & Experience

• Some experience in IT support or helpdesk (preferred).
• Basic understanding of Windows OS, Microsoft 365, and common applications.
• Good troubleshooting and communication skills.
• Ability to work well independently and in a team.
• Familiarity with IT ticketing systems and support workflows.
• Basic networking knowledge (Wi-Fi, IP, VPN, etc.).

Preferred Qualifications

• IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified).
• Familiarity with Active Directory, remote desktop tools, or IT asset tracking.
• Awareness of cybersecurity and IT best practices.

Benefits & Perks

• Competitive salary and benefits package.
• Career growth opportunities within the IT support structure.
• Training and development in a collaborative work environment.
• Pathway to Second Line Support and beyond.