Tier 1 IT Support Technician Job at Edinburgh Full Time

Tier 1 IT Support Technician

Welcome to m3 Networks

We’re looking for a friendly, motivated Tier 1 IT Support Technician to join our service desk team in Edinburgh.

This is a great opportunity for someone with solid service desk experience who wants to keep developing, work with a supportive team, and build a proper career in IT.

You do not need to be the finished article. We’re looking for someone with the right attitude, strong communication skills, and a good technical foundation. We’ll help you sharpen the rest through hands-on experience, coaching, and industry training.

The role

You’ll be on the front line of our support team, helping business customers across the UK with their day-to-day IT issues.

You’ll handle support requests by phone, email, and ticket, working through incidents and service requests in a calm, professional, and customer-focused way.

The role suits someone who enjoys solving problems, speaking to people, and taking ownership of their work. We work as a team, but we also expect people to be accountable for their tickets and their customers.

What you’ll be doing

On a typical day, you will:

• Be the first point of contact for customers needing IT support
• Log, manage, and progress support tickets through our service desk system
• Troubleshoot common issues across desktops, laptops, Microsoft 365, networking, printers, phones, and user accounts
• Keep customers updated as their tickets progress
• Take ownership of your workload and follow issues through properly
• Escalate more complex issues to 2nd line support when needed
• Work with your teammates to keep the service desk running smoothly
• Create and update internal support documentation
• Highlight recurring issues, risks, or anything that could impact customers or the wider business

Nobody likes being left in the dark, so clear communication is a big part of the job.

What we’re looking for

You’ll need to have:

• 2+ years’ experience in an IT service desk or technical support role
• Strong customer service skills
• A confident and professional telephone manner
• Good troubleshooting and problem-solving ability
• Strong organisation skills
• A sense of urgency when dealing with customer issues
• The ability to manage multiple tickets without losing track
• A team-focused attitude
• A willingness to learn and improve

We have a straightforward, no-nonsense culture. We like people who communicate clearly, take responsibility, and help each other out.

Technical skills

You should be comfortable supporting some or most of the following:

• Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• SharePoint
• VoIP phone systems
• Mobile phone setup and support
• Basic networking
• macOS support
• Printers and common desktop hardware

Experience with VMware, Windows Server, or more advanced infrastructure would be useful, but it is not essential. We can help you build those skills.

What you’ll get from us

• A friendly, supportive team
• Proper hands-on experience across a wide range of customer environments
• Training and development opportunities
• Exposure to different technologies
• A clear path to build your technical skills
• A workplace where your contribution matters

Should you apply?

Yes, if you enjoy helping people, solving technical problems, and working as part of a busy service desk team.

And yes, even if you do not tick every single technical box. If you have the right attitude, strong communication skills, and a solid service desk background, we’d still like to hear from you.

Job details

Job type: Permanent, full-time
Location: Edinburgh, in person
Schedule: Monday to Friday

Requirements

• Driving licence required.

Ability to commute/relocate:

• Edinburgh: reliably commute or plan to relocate before starting work

Education:

• GCSE or equivalent preferred

Experience:

• Technical support: 2 years required
• Customer service: 2 years required

Job Types: Permanent, Full-time

Pay: £26,000.00-£34,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Company pension
• Free parking
• On-site parking
• Sick pay
• Transport links
• Work from home

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 2 years (required)
• Customer service: 2 years (required)

Work Location: In person