About the Role
<p><b>1st Line Support Technician</b></p>
<p><b>Location:</b> Reading, England (Hybrid – Office based with 2 days’ WFH after probation)</p>
<p><b>Salary:</b> £22,000 – £27,500 per annum</p>
<p><b>Working Hours:</b> 9am – 4pm (Monday to Friday; 32 hours per week)</p>
<p><b>About ClearTrust MSP</b></p>
<p>ClearTrust MSP is a growing UK-based Managed Service Provider delivering proactive IT support, Microsoft 365, Azure, cybersecurity, and cloud solutions to small and medium-sized businesses. We pride ourselves on exceptional customer service and technical excellence.</p>
<p><b>The Opportunity</b></p>
<p>We are looking for a motivated and customer-focused <b>1st Line Support Technician</b> to join our friendly technical team in Reading. This is an excellent entry-to-mid level role for someone who enjoys solving technical problems and delivering outstanding support to clients.</p>
<p>You will be the first point of contact for our clients, handling incoming support requests, troubleshooting common IT issues, and ensuring every customer receives a fast, professional, and friendly service.</p>
<p><b>Key Responsibilities:</b></p>
<ul>
<li>Provide first-line technical support to clients via phone, email, and our ticket system.</li>
<li>Diagnose and resolve common issues with Microsoft 365, Windows, email, printers, networks, and general IT hardware / software.</li>
<li>Log, manage, and update support tickets accurately and in a timely manner.</li>
<li>Escalate complex issues to 2nd Line Engineers when required.</li>
<li>Assist with user account setup, password resets, Office 365 administration, and basic troubleshooting.</li>
<li>Deliver exceptional customer service and maintain high client satisfaction.</li>
<li>Work collaboratively with the wider team to share knowledge and improve service delivery.</li>
<li>Follow documented processes while suggesting improvements where appropriate.</li>
</ul>
<p><b>About You:</b></p>
<ul>
<li>At least one year of experience in a technical support or helpdesk role (IT or telecoms background welcomed).</li>
<li>Experience handling inbound calls and managing support tickets.</li>
<li>Good working knowledge of Microsoft technologies (Windows, Office 365, Outlook).</li>
<li>Strong customer service mindset with a passion for solving problems and delivering great experiences.</li>
<li>Excellent communication skills – able to explain technical issues in simple terms.</li>
<li>Ability to work well under pressure in a fast-paced environment.</li>
<li>A genuine interest in technology and a desire to grow your IT career.</li>
</ul>
<p><b>What We Offer:</b></p>
<ul>
<li>Competitive salary of £22,000 – £27,500.</li>
<li>Hybrid working – full-time in our Reading office initially, with 2 days’ work from home after successful probation.</li>
<li>Full-time permanent contract (9am – 4pm; Monday to Friday; 32 hours per week).</li>
<li>Opportunity to develop your IT skills and progress into 2nd line support.</li>
<li>Ongoing training and certification support (Microsoft, CompTIA, etc.).</li>
<li>Friendly, supportive team environment.</li>
<li>Real opportunity to grow with a forward-thinking MSP.</li>
</ul>
<p>If you’re enthusiastic, customer-oriented, and ready to start or build your career in IT support, we’d love to hear from you.</p>
<p>Apply now by sending your CV.</p>