Role Purpose
As a 1st Line IT Technician at Cyan IT, you will be the first point of contact for our clients’ IT support needs. You will play a vital role in delivering an exceptional service desk experience, ensuring that technical issues are resolved efficiently and professionally. Working within a dynamic Managed Service Provider environment, you will support a diverse client base across a range of technologies, with a strong emphasis on Microsoft 365, cybersecurity, and modern workplace solutions.
Key Responsibilities
Service Desk & Technical Support
- Act as the first point of contact for all inbound support requests via phone, email, and ticketing system
- Log, categorise, and prioritise incidents and service requests in the RMM platform
- Diagnose and resolve 1st line technical issues within agreed SLA timeframes
- Escalate unresolved issues to 2nd or 3rd line engineers with clear documentation and troubleshooting steps taken
- Provide remote support to end users across multiple client organisations
- Follow documented processes, runbooks, and standard operating procedures
Microsoft 365 & Cloud Services
- Administer and support Microsoft 365 user accounts, licences, and mailboxes via the M365 Admin Centre
- Troubleshoot issues with Microsoft Teams, SharePoint Online, OneDrive, and Exchange Online
- Assist with Entra ID (Azure AD) user management including password resets, MFA setup, and conditional access queries
- Support the onboarding and offboarding of client users including account provisioning and device setup
- Assist in managing and monitoring Microsoft Intune enrolled devices
Cybersecurity
- Respond to basic security alerts and escalate potential incidents in line with client security policies
- Assist in the deployment and monitoring of endpoint security tools
- Support the roll-out of multi-factor authentication (MFA) and security awareness processes
- Identify and report phishing attempts and suspicious activity in line with Cyber Essentials best practice
- Educate end users on safe computing practices and company security policies
Hardware & Infrastructure
- Set up, configure, and deploy laptops, desktops, and peripherals for client users
- Perform basic hardware troubleshooting and coordinate warranty/repair processes
- Support basic networking tasks including patching, connectivity troubleshooting, and Wi-Fi diagnostics
- Assist with printer and peripheral configuration and support
Documentation & Continuous Improvement
- Maintain accurate and up-to-date records of all support interactions within the ticketing system
- Contribute to the internal knowledge base by documenting resolutions and common fixes
- Participate in team meetings and service reviews, suggesting improvements where identified
Essential Skills & Knowledge
Microsoft 365 & Modern Workplace
- Working knowledge of Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint
- Experience administering M365 user accounts, distribution groups, and shared mailboxes
- Understanding of Exchange Online mail flow, rules, and spam filtering
- Familiarity with OneDrive and SharePoint Online document management
- Basic understanding of Microsoft Entra ID (Azure Active Directory) and user management
Cybersecurity Awareness
- Understanding of core cybersecurity principles including phishing, malware, ransomware, and social engineering
- Awareness of Cyber Essentials framework and common security controls
- Experience supporting or deploying Multi-Factor Authentication (MFA)
- Familiarity with endpoint protection tools and basic security alert management
- Knowledge of data protection principles (GDPR) and secure data handling
Operating Systems & Hardware
- Proficient in supporting Windows (Mac knowledge a plus) in a business environment
- Ability to configure and troubleshoot common hardware issues (laptops, desktops, printers, peripherals)
- Experience with Active Directory user management (password resets, account locks, group membership)
- Understanding of DHCP, DNS, TCP/IP, and basic networking fundamentals
Service Desk & Soft Skills
- Experience using an ITSM / ticketing platform
- Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users
- Strong customer service ethos with a patient, professional, and helpful manner
- Good organisational skills with the ability to manage and prioritise multiple tickets simultaneously
- A methodical approach to problem-solving and fault diagnosis
Desirable Skills & Experience
- Experience working within a Managed Service Provider (MSP) environment
- Familiarity with RMM tools
- Knowledge of Microsoft Intune and endpoint management
- Experience with backup solutions (e.g. Acronis, Datto, Veeam)
- Understanding of VoIP telephony systems
- Exposure to ITIL frameworks and service management principles
- Any vendor certifications: Microsoft (MS-900, MD-102, SC-900), CompTIA (A+, Network+, Security+)
Qualifications
- GCSE Maths and English at Grade C/4 or above (or equivalent) - Essential
- A-Levels, BTECs, or IT-related apprenticeship - Desirable
- CompTIA A+, Microsoft Fundamentals (MS-900 / AZ-900), or equivalent entry-level IT certification - Desirable
- Full UK driving licence - Advantageous
Person Specification
- A genuine passion for technology and helping people
- A proactive, can-do attitude with a willingness to learn and develop
- Calm and professional under pressure, maintaining quality of service during busy periods
- Team player who contributes positively to the wider service desk culture
- Punctual, reliable, and committed to delivering excellent client experiences
- Self-motivated with the ability to work independently when required
What Cyan IT Offers
- Competitive salary commensurate with experience
- Structured career development pathway from 1st to 2nd to 3rd line
- Funded training and industry certifications (Microsoft, CompTIA, and more)
- Friendly, supportive, and collaborative team environment
- Regular team events and company socials
- Pension scheme and holiday entitlement in line with company policy
Pay: £23,000.00-£25,000.00 per year
Benefits:
- Company pension
- Employee mentoring programme
- Private medical insurance
Education:
- GCSE or equivalent (required)
Experience:
- Service Desk: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
