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First Line Support Jobs (NOW HIRING)

ITech Recruiting

Applications Support

New York, NY

First Line Support Analyst A position exists for an experienced administrator to fill a First Line Support Analyst within the Customer Support Group. The candidate must have a minimum of 3 years ...

Bowhead

First Line Supervisor

Herlong, CA · On-site

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Watervliet, NY

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Anniston, AL

First Line Supervisor (RRAD) Bowhead seeks First Line Supervisors to fill positions at the Red ... Coaching and training team members to support continuous improvement * Tracking performance metrics ...

Bowhead

First Line Supervisor

Herlong, CA

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Anniston, AL

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Texarkana, TX

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Anniston, AL · On-site

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Anniston, AL

First Line Supervisor (RRAD) Bowhead seeks First Line Supervisors to fill positions at the Red ... Coaching and training team members to support continuous improvement * Tracking performance metrics ...

Bowhead

First Line Supervisor

Texarkana, TX · On-site

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Herlong, CA

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

Bowhead

First Line Supervisor

Anniston, AL

$60K - $70K/yr

Coaching and training team members to support continuous improvement * Tracking performance metrics ... First Line Supervisor is required to be on-site. * Work areas consist of office and non-office ...

SEEK Careers Staffing

Paint Line Support

Beaver Dam, WI · On-site

$17 - $18/hr

Position - Paint Line Support Job Location - Beaver Dam, WI Starting Date - ASAP Employment Term - Temp to hire Employment Type - Full time Work Hours (Shift) - 1st shift Starting Pay - $17+ per hour ...

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How much do first line support jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for first line support in the United States is $20.71, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $21.88 per hour, depending on experience, location, and employer.

What is a first line support?

First Line Support refers to the initial point of contact for customers or users who need technical assistance or support. These professionals handle basic troubleshooting, answer queries, and resolve common issues, often through phone, email, or chat. If the issue is more complex, they escalate it to higher-level support teams. First Line Support is essential for ensuring customer satisfaction and efficient problem resolution within an organization.

What are the key skills and qualifications needed to thrive as a first line support specialist?

To thrive as a First Line Support specialist, you need a solid understanding of IT fundamentals, troubleshooting skills, and often a relevant qualification such as CompTIA A+ or equivalent experience. Familiarity with ticketing systems, remote desktop tools, and basic network diagnostics is typically required. Outstanding communication, patience, and problem-solving abilities help build rapport with users and efficiently resolve their issues. These skills are essential for quickly addressing technical problems, ensuring user satisfaction, and maintaining smooth IT operations.

What are some common challenges faced by first line support staff, and how can they be effectively managed?

First Line Support professionals often encounter challenges such as handling high volumes of requests, dealing with frustrated users, and troubleshooting a wide range of technical issues with limited initial information. Effective management of these challenges includes developing strong communication skills, maintaining detailed documentation, and following established escalation procedures when necessary. Building familiarity with common problems and solutions, as well as collaborating closely with Second Line Support, can also help ensure quick and accurate resolutions, ultimately leading to greater job satisfaction and professional growth.

What is the difference between First Line Support vs Help Desk Technician?

AspectFirst Line SupportHelp Desk Technician
CertificationsBasic IT certifications (e.g., CompTIA A+)Similar certifications, often the same
Work EnvironmentFrontline customer support, often in call centers or IT departmentsHelp desk or support centers, remote or on-site
Employer & Industry UsageCommon in IT, telecommunications, and tech companiesUsed across various industries with IT support needs
Search & Comparison IntentOften compared for entry-level IT rolesSimilar search intent, focusing on support roles

First Line Support and Help Desk Technician roles are closely related, often sharing similar certifications and work environments. Both positions serve as the first point of contact for technical issues, primarily in IT support settings. The main difference lies in terminology used by employers, but their responsibilities and required skills are largely overlapping, making them interchangeable in many contexts.

How do I get my first line support job?

To get a first line support job, candidates should develop strong communication and problem-solving skills, gain basic technical knowledge of hardware and software, and obtain relevant certifications such as CompTIA A+. Entry-level roles often require a high school diploma or equivalent and may involve on-the-job training or internships to build experience.
More about First Line Support jobs

What states have the most First Line Support jobs?

States with the most job openings for First Line Support jobs include:

What job categories do people searching First Line Support jobs look for?

The top searched job categories for First Line Support jobs are:

First Line Support jobs near you
Infographic showing various First Line Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $43,071 per year, or $20.7 per hour.

1st Line Support Specialist

Epsom, NH • On-site

365 Retail Markets
Software Development • 501 - 1,000 employees
Learn more about 365 Retail Marketsexternal

Full-time

Posted 11 days ago

Job description

Job Type
Full-time
Description
365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company's all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.
As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers
Summary:
The 1st Line Support Specialist is the first point of contact for customers and users requiring technical assistance with SB Software, a 365 Retail Markets Company, products and services. The role is responsible for providing professional, timely, and customer-focused technical support, diagnosing and resolving common issues, and ensuring that more complex problems are escalated appropriately.
The successful candidate will combine strong technical troubleshooting skills with excellent communication and customer service abilities. They will work closely with customers, internal technical teams, developers, and other support functions to ensure issues are resolved efficiently and users receive a consistently high level of service.
Responsibilities:
  • Act as the first point of contact for customers experiencing technical issues or requiring assistance.
  • Respond to support requests via email, telephone, ticketing systems, or other approved communication channels.
  • Log, categorize, prioritize, and manage support incidents in accordance with established procedures and service-level agreements.
  • Troubleshoot common hardware, software, connectivity, account, and application-related issues.
  • Ask appropriate diagnostic questions to understand the customer's issue and determine the most effective resolution.
  • Provide clear, accurate, and easy-to-understand technical guidance to customers.
  • Resolve incidents at 1st Line level wherever possible, escalating more complex issues to 2nd Line Support, development, or other specialist teams when required.
  • Maintain ownership of support tickets through to resolution, ensuring customers receive appropriate updates throughout the process.
  • Document troubleshooting steps, resolutions, and relevant customer information accurately within the support system.
  • Identify recurring issues and communicate trends to senior support and technical teams.
  • Assist with maintaining internal knowledge bases, FAQs, troubleshooting guides, and other support documentation.
  • Follow established support procedures, security policies, and data protection requirements.
  • Work collaboratively with colleagues across technical support, development, implementation, and customer-facing teams.
  • Participate in team meetings, training, and continuous improvement initiatives.
  • Maintain a strong understanding of SB Software's products and services and develop technical knowledge as products evolve.
  • Provide a consistently professional and positive customer experience.

Requirements
Requirements:
  • Previous experience in a 1st Line Helpdesk, Service Desk, Technical Support, IT Support, or similar customer-facing technical role.
  • Strong troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to explain technical information clearly to non-technical users.
  • Strong customer service skills and a professional approach.
  • Ability to prioritize and manage multiple support requests effectively.
  • Comfortable working with ticketing, CRM, helpdesk, or service-management systems.
  • Good working knowledge of Microsoft Windows and common business applications.
  • Ability to work independently while also contributing effectively as part of a wider support team.
  • Strong attention to detail and accurate record keeping.
  • Willingness to learn new technologies, systems, and software products.

Preferred
  • Experience supporting SaaS or business software applications.
  • Experience working within an SLA-driven support environment.
  • Knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, Wi-Fi, and connectivity troubleshooting.
  • Familiarity with Microsoft 365, Active Directory, or cloud-based applications.
  • Experience using remote-support tools.
  • IT-related qualifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, or equivalent experience.
  • Previous experience working with European customers or international support teams.
  • Additional European language skills would be advantageous.

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