1st Line IT Support Technician

1st Line IT Support Technician

Department: Operations

Employment Type: Full Time

Location: Plymouth

Description

Plessey is growing fast, and our IT team needs to scale with it. We’re looking for a 1st Line IT Infrastructure Support Technician to be the primary point of contact for day-to-day IT support across the business.

This is first and foremost a 1st line role, with a genuine, structured progression path into 2nd line and, ultimately, 3rd line or specialist infrastructure work as you build your skills and experience.

You’ll own the day-to-day ticket volume, covering account issues, device setup, and software and hardware problems, while freeing the wider team to focus on infrastructure and project work. As you develop, you’ll take on more complex 2nd line diagnostics, with a clear route towards 3rd line and project-focused work.

Based on-site at our manufacturing facility, you’ll work closely with production, engineering and business stakeholders across the FAB. IT supports both standard office systems and equipment on the production floor, so you’ll need to understand how downtime and access constraints in a manufacturing environment differ from a typical office setting. You’ll also support other Plessey offices remotely, with occasional travel where on-site support is needed.

You’ll need good working knowledge of the Microsoft ecosystem, along with the tools and systems that underpin day-to-day IT support. You’ll also play an active role in maintaining accurate IT asset records and be a visible, stakeholder-facing presence for IT across the business.

Key Responsibilities

• Log, triage and resolve 1st line IT tickets, calls and walk-ups, meeting agreed SLAs.
• Provide first-line support for user accounts, permissions, Microsoft 365, Windows/Mac devices, software, printers, AV and mobile devices.
• Set up, configure and deploy end-user devices using tools including Microsoft Intune and Autopilot.
• Support IT systems and end-user devices across the manufacturing floor, working within FAB access, safety and environmental requirements.
• Act as the on-site IT point of contact for manufacturing, engineering and business stakeholders, understanding the operational impact of IT issues in a production environment.
• Maintain accurate IT asset and CMDB records throughout the full device lifecycle, supporting audits, warranties, licences and compliance.
• Provide remote 1st line support to other Plessey sites, with occasional travel for hands‑on support, equipment setup and planned work.
• Maintain clear support documentation and knowledge articles, escalating more complex issues to 2nd/3rd line with complete diagnostic notes.
• Support onboarding for new starters, including account setup, device provisioning and IT inductions.
• Follow IT security policies and best practice, including patching, password management and safe handling of company data.
• Identify recurring issues and opportunities to improve IT support as the business grows, feeding these back to the IT Manager.
• Develop your technical skills and take on increasing 2nd line responsibilities, with progression towards 3rd line or specialist infrastructure work.

Skills, Knowledge and Expertise

• Proven experience in a 1st line IT support or service desk role.
• Strong working knowledge of Windows and Mac operating systems.
• Working familiarity with Microsoft Intune, or a comparable MDM platform, and a willingness to build deeper expertise.
• Working knowledge of Active Directory and Microsoft 365 (user accounts, mailboxes, permissions).
• Understanding of core networking concepts (DHCP, DNS, Wi‑Fi, VPN).
• Confident, professional communicator, comfortable working directly with stakeholders across a manufacturing/engineering environment.
• Well‑organised, able to manage high ticket volumes and competing priorities.
• Genuine interest in progressing beyond 1st line into 2nd line, and ultimately 3rd line or specialist infrastructure work.

Advantage

• Some exposure to 2nd line diagnostic work already (for example, network troubleshooting or application‑level issues).
• Experience maintaining or contributing to IT asset management processes.
• Experience supporting IT in a manufacturing, FAB, or similarly regulated production environment.
• Experience with ManageEngine ServiceDesk Plus or a similar ITSM tool.
• Basic scripting knowledge (PowerShell or similar) for repeatable tasks.
• Relevant certifications (CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar).

Benefits

• Pension scheme
• Private medical & dental insurance
• 28 days’ holiday + bank holidays
• Free onsite meals
• Onsite gym

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