Job Overview
Microman Computer Support is looking for a motivated Graduate or Entry-Level 1st Line IT Support Technician to join our friendly and growing managed service provider (MSP) team in Glasgow. This is an excellent opportunity to begin your IT career, gain hands-on experience across varied customer environments and develop with support from experienced engineers.
About Us
Microman supports organisations across a wide range of industries. As an MSP, we act as an outsourced IT team for multiple customers, providing responsive day-to-day support alongside telecoms, networking, CCTV, audio visual and mobile signal solutions. You will therefore gain exposure to different users, systems and business environments.
Responsibilities
- Act as a first point of contact for customer IT queries by telephone, email and the service desk.
- Log, categorise, prioritise and update support tickets, keeping customers informed throughout.
- Triage and resolve common Windows, Microsoft 365, email, printer, application and hardware issues using remote support tools.
- Assist with user account administration, password resets, device setup, onboarding and offboarding.
- Carry out basic network troubleshooting, including Wi-Fi, connectivity, TCP/IP, DNS and DHCP issues.
- Work within agreed service levels and recognise when an issue needs urgent attention.
- Escalate incidents to 2nd or 3rd line engineers with clear notes, troubleshooting steps and relevant evidence.
- Maintain accurate ticket records, technical notes and customer documentation.
- Support equipment preparation, installations and occasional customer site visits alongside senior engineers.
- Build your technical knowledge through structured learning, coaching and exposure to varied customer environments.
You will communicate with both technical and non-technical users, taking ownership of straightforward issues and asking for support when required. We value a calm, helpful approach and clear customer communication as highly as existing technical experience.
You will follow service desk processes, information security requirements and data protection legislation at all times.
The role is primarily office and service desk based in Glasgow, with occasional customer site visits and project support. Some UK-wide travel may be required.
This is a full-time, permanent role, Monday to Friday, with occasional weekend work where required.
What We're Looking For
You may be a recent graduate, college leaver, apprentice or career starter with an IT-related qualification, home-lab experience, volunteering, work experience or a strong demonstrable interest in technology. Previous MSP or commercial service desk experience is welcome but not essential.
- Friendly, professional communication and a confident telephone manner.
- Ability to explain technical steps clearly to non-technical users.
- A logical troubleshooting approach, curiosity and willingness to learn.
- Good organisation, attention to detail and the ability to manage several tickets with guidance.
- A customer-focused attitude and willingness to take ownership.
- Ability to work both independently and collaboratively as part of a support team.
Useful Technical Knowledge
- Windows 10/11 and common desktop applications.
- Microsoft 365, Outlook and Teams.
- Basic user and group administration in Active Directory or Microsoft Entra ID.
- Fundamental networking concepts such as IP addressing, DNS, DHCP and Wi-Fi.
- PC hardware, peripherals and mobile devices.
- Any exposure to ticketing systems, remote support tools, Intune, Azure or cybersecurity fundamentals.
We do not expect you to know everything on day one. Training and guidance will be provided; attitude, communication and a genuine interest in developing an IT support career are key.
A full, clean, UK driving licence is preferred.
Pay: From £27,500.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
