First Line IT Support Analyst

About Qore Team
Qore Team provides outsourced business services, including marketing, sales development and remote IT support. Our technical services support businesses and managed service providers, initially focused on UK customers, with opportunities to support Australian clients as our services develop.
We are building a dependable remote support operation focused on responsive customer service, secure working practices, consistent technical standards and accurate documentation.

The opportunity
We are seeking a capable, organised and customer-focused First Line IT Support Analyst to provide the initial response to routine IT support requests, resolve documented problems and ensure that issues requiring more advanced expertise are escalated promptly.
You will work under the direction of the Technical Support Manager and collaborate with other technical specialists, following established procedures, service agreements and security requirements. This is a hands-on first-line support position, not an engineering, systems administration or technical management role.

Key responsibilities
1 Service desk and i ---------- management

• Receive and respond to incoming IT support requests through approved service desk channels.
• Create, categorise and maintain accurate i ---------- and service-request tickets.
• Verify user identity, record the nature and business impact of issues, and apply approved priority and routing rules.
• Own assigned first-line tickets through resolution or an effective, documented handover.
• Keep users informed of progress, the expected next action and relevant escalation arrangements.
• Record work undertaken, time spent, outcomes and final resolution details.

2 Windows, Microsoft 365 and application support
Provide safe remote diagnosis and assistance for common workplace issues, including:

• Windows: login, user profile, performance, application and basic workstation issues.
• Microsoft 365: routine user-facing application and service problems.
• Outlook and email : configuration, connectivity, authentication, mailbox access and send/receive issues.
• Teams, OneDrive and SharePoint: basic sign-in, permissions, sync and application issues within documented procedures.
• Printers and peripherals: connectivity, drivers, print queues and common peripheral faults.
• Business applications: routine installation, configuration and troubleshooting within authorised scope.
• Connectivity and remote access: basic DNS, DHCP, Wi-Fi, VPN, internet and approved remote-access troubleshooting.

Use only approved support tools and respect all customer access controls and security policies.

3 Account administration and security

• Perform routine access and account-management tasks only after completing required identity and authorisation checks.
• Assist with approved password-reset, account access and multifactor-authentication procedures.
• Respect least-privilege principles and operate only within assigned technical permissions.
• Recognise and promptly escalate potential phishing, suspicious account activity, malware indicators, data exposure or other security concerns.
• Protect confidential customer and business information and follow approved data-protection and change-control processes.

Decision limits: The analyst must not bypass identity checks, disable security controls, grant unauthorised privileged access, approve purchases or carry out high-risk production changes without approval.

4 Remote monitoring and routine maintenance

• Complete assigned endpoint checks, monitoring follow-ups and routine maintenance using approved procedures.
• Assist with authorised software installations, updates and workstation housekeeping within agreed change windows.
• Identify recurring endpoint faults, failed maintenance tasks and unusual alerts for further investigation.
• Escalate significant failures or work beyond the approved first-line maintenance scope.

5 Ticket documentation and knowledge management

• Document symptoms, diagnostic steps, tests, results, user communications and resolution details clearly.
• Capture permitted screenshots or relevant supporting evidence without storing passwords, authentication secrets or unnecessary sensitive information.
• Follow runbooks and documented client configurations; improve knowledge articles and flag gaps in standard procedures.
• Identify recurring i ---------- and participate in ticket-quality reviews and technical coaching.

6 Escalation, collaboration and service quality

• Work with the Technical Support Manager and designated senior engineers on unresolved, complex or high-risk i ---------- .
• Provide concise escalations covering the problem, affected users, impact, evidence, checks performed and required next action.
• Apply agreed ticket priorities, response and communication standards, service entitlements and support boundaries.
• Record time against the correct customer, package and work category; notify the manager if a request is outside entitlement.
• Help improve first-contact resolution, ticket consistency, user communication and overall service quality.

Essential experience and capabilities
Practical IT support

• At least one year of practical service-desk or remote end-user support experience; approximately one to three years is particularly relevant.
• Hands-on troubleshooting of Windows computers, Microsoft 365 and Outlook.
• Ability to diagnose common printer, workstation, application and user-access issues.
• Basic working knowledge of DNS, DHCP, Wi-Fi, VPNs and account-access principles.
• A methodical approach to diagnosis, willingness to use a runbook and sound judgement about when to stop and escalate.

Customer service and security

• Clear spoken and written English suitable for direct communication with business users.
• Patient, courteous and professional communication with non-technical or frustrated customers.
• Accurate written ticket notes and good organisation across multiple assigned requests.
• Consistent application of identity checks, confidentiality, least privilege and secure remote-support procedures.
• Ability to recognise i ---------- outside personal authority or capability and escalate promptly.

Remote working

• Based in the Philippines and able to provide the agreed full-time support coverage.
• Reliable internet and power, with practical backup arrangements.
• A quiet, secure and professional work environment suitable for customer calls and remote support.
• Ability to use approved equipment and security-controlled customer systems.

Preferred experience — not essential

• Experience working in an MSP, outsourced IT service provider or multi-client support team.
• Exposure to ticketing and service-management platforms, remote monitoring and management (RMM), or structured i ---------- workflows.
• Familiarity with Zoho Desk, Zoho Assist, Datto RMM, Microsoft Intune or Entra ID.
• Basic exposure to business telephony/VoIP, endpoint security, backups or monitoring alerts.
• Experience supporting UK or Australian business users, schools, charities or environments with additional data-protection requirements.
• Microsoft Fundamentals, CompTIA A+ or comparable technical training; equivalent hands-on capability is welcomed.

What success looks like

• Support requests are correctly logged, prioritised and responded to in accordance with procedures.
• Identity and authorisation checks are consistently completed before account or access changes.
• Routine documented issues are resolved independently when safe and authorised.
• Ticket notes, time records, customer updates and escalations are accurate and useful.
• Security concerns and work outside the support entitlement are identified and escalated without delay.
• Knowledge articles and recurring-issue feedback contribute to continuous service improvement.

During onboarding, you will learn the relevant customer environments, support tools and escalation processes. The range of tasks you may perform independently will expand with demonstrated competence and appropriate authorisation.

Working arrangements and contractor engagement
This is an ongoing, full-time remote contractor engagement based in the Philippines. Expected capacity is approximately 40 hours per week. The exact schedule, coverage, commencement date and service expectations will be agreed in writing before the engagement begins.
The initial technical-support requirement is UK-facing. Agreed coverage may fall in the Philippine late afternoon, evening or later hours and must account for seasonal changes in UK time. Weekend work, on-call duties and additional out-of-hours coverage are not included automatically and require separate agreement.

Single-fee invoicing arrangement
The contractor will issue one monthly invoice for the agreed services. The all-inclusive gross fee must cover normal contractor costs and personal provisions, including applicable tax, statutory contributions, healthcare, time-off provision, equipment, internet, power, backups, and administration. No separate ordinary contractor allowances or benefits are assumed unless required by applicable law or expressly agreed in writing.
The written agreement will confirm the invoicing basis, treatment of authorised absence, partial months and additional hours, confidentiality, access and other operating arrangements. Approved business-system access and client-specific platforms will be arranged during onboarding; any non-standard equipment or expenditure requires prior agreement.

How to apply
Please provide a current CV, a brief summary of your Windows and Microsoft 365 troubleshooting experience, two anonymised examples of user-support issues you have resolved, the tools you have used, your availability for UK-aligned hours and your earliest possible start date.
Remove customer names, credentials and other confidential information from work examples. We value reliable service, clear customer communication, safe technical judgement and a