IT Support Technician Service Desk — First & Second Line
Location: Aldershot, Hampshire — office-based, with a possible future move to Farnborough
Salary: £30,000–£34,000 per year, depending on experience (up to £36,000 for candidates with strong MSP experience)
Job type: Full-time, Permanent Working pattern: Monday to Friday, office-based Work location: In person, with occasional flexibility to work from home when needed, and occasional travel to customer sites
About Intouch Tech - Intouch Tech provides managed IT support, cyber security, Microsoft 365 and business technology services to UK organisations. We work with businesses that need reliable technical support, clear communication and secure technology that helps them operate effectively.
We're looking for an IT Support Technician to join our service desk team. This is a hands-on, customer-facing role for someone who genuinely enjoys talking to people, is confident on the phone, and takes pride in resolving issues quickly — ideally on the first call.
The role As an IT Support Technician, you'll be a key point of contact for our customers, handling first and second line support requests across Microsoft 365, Windows, cloud services and general IT queries. You'll aim to resolve issues at first point of contact wherever possible, escalating only when needed. You'll also get involved in customer onboarding from time to time, and occasionally visit customer sites, so a full UK driving licence is beneficial.
Key responsibilities Answer incoming support calls and tickets from business customers, aiming to resolve issues on first contact. Provide first and second line technical support across Microsoft 365, Windows, devices, networks and cloud services. Support day-to-day Microsoft 365 administration — users, mailboxes, passwords, MFA and general account queries. Troubleshoot common Outlook, Teams, OneDrive, SharePoint and Windows issues. Log, document and escalate tickets clearly and professionally. Assist with customer onboarding tasks as required. Occasionally travel to customer sites to support on-site issues or projects. Communicate clearly and confidently with customers, keeping them updated and setting realistic expectations. Liaise with third-party vendors where required.
Essential skills and experience Strong communication skills — confident and friendly on the phone and face-to-face. A genuine interest in IT and technology. Some experience in an IT support or service desk role. Comfortable troubleshooting everyday technical issues for business users. Good attention to detail and documentation habits. Ability to manage multiple tickets and priorities calmly. A full UK driving licence (or willingness to obtain one) for occasional customer site visits.
Desirable skills The following would be an advantage but are not essential: Experience working in an MSP (managed service provider) or MSSP environment. Familiarity with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID). Basic networking knowledge (Wi-Fi, routers, VPNs). Experience with customer onboarding. Any relevant IT certifications.
What we're looking for - We're looking for someone personable, reliable and genuinely interested in technology — someone who's happy answering the phone, enjoys helping people, and wants to build a career in IT. Deep technical expertise isn't required from day one; we'll support your development across Microsoft 365, cyber security and beyond.
What we offer - Salary of £30,000–£34,000, depending on experience (up to £36,000 for strong MSP-experienced candidates). A supportive team environment with genuine scope to develop your skills. Exposure to Microsoft 365, cyber security, endpoint management and AI-related services. Company pension. Free / on-site parking. Private medical insurance. Occasional flexibility to work from home when needed.
Schedule & location Monday to Friday, office-based. Based in Aldershot, Hampshire (GU11 1TQ). The office may move to Farnborough in the future.
How to apply Click Apply through Indeed to submit your application.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
Work Location: In person
