Position Profile: IT Support Technician (1st Line)
Responsible for providing first-line technical support to end users, ensuring timely resolution of IT incidents and service requests while delivering excellent customer service. Acts as the first point of contact for IT-related issues and escalates when appropriate.
Role Purpose
Provide first-line technical support to end users, ensuring timely resolution of IT incidents and service requests while delivering excellent customer service. Act as the first point of contact for IT-related issues and escalation where appropriate.
The successful candidate will benefit from:
- Hoburne benefits platform
- Hoburne Team Card which includes 50% off Food and Drink
- Free membership at Hoburne Golf Parks
- Discounts on holidays
- Access to our leisure facilities on all our parks
- Enhanced parental leave (T & C’s apply)
- 33 working days holiday
- Access to our Employee Assistance Programme (EAP)
Key Responsibilities
- Act as the initial point of contact for IT support via phone, email, or ticketing system
- Log, categorise, and prioritise incidents and service requests accurately
- Provide first‑time fixes for common issues relating to end‑user computing, networks, and business systems
- Diagnose and troubleshoot hardware, software, and connectivity issues
- Escalate unresolved or complex issues to 2nd/3rd line teams following defined processes
- Maintain clear and professional communication with users throughout the incident lifecycle
- Ensure all tickets are regularly updated and resolved within agreed SLAs
- Support onboarding/offboarding processes, including account setup and device provisioning
- Contribute to knowledge base articles and documentation
Key Skills & Experience
- Basic understanding of Windows operating systems and Microsoft 365
- Familiarity with Active Directory, user account administration, and permissions
- Understanding of networking fundamentals (Wi‑Fi, VPN, LAN)
- Experience using ITSM/ticketing tools
- Strong troubleshooting and problem‑solving skills
- Excellent communication and customer service skills
Desirable Skills
- Experience supporting remote users and mobile devices
- Knowledge of endpoint management tools (e.g., Intune)
- Awareness of ITIL principles or service management frameworks
Personal Attributes
- Customer‑focused with a positive, helpful attitude
- Strong attention to detail and organisational skills
- Ability to prioritise workload in a fast‑paced environment
- Team‑oriented with a willingness to learn
Reporting Line
Head of Infrastructure & IT Operations
Success Measures
- First‑time fix rate
- Ticket resolution time and SLA compliance
- Customer satisfaction scores
- Quality of ticket updates and documentation
This role is permanent, working 37.5 hours a week. This role is based at our Group Support office in Christchurch but the role will involve regular travel to multiple locations.
If you think you have the experience, skills, and attributes we are looking for, please apply.
The Hoburne Group is committed to promoting equal opportunities in employment. Job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics). A copy of The Hoburne Group Equal Opportunities and Diversity Policy is available on request.
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