7th October 2026
The First Line Support Consultant is the primary point of contact for Iken users, logging, investigating and resolving software issues, providing proactive updates, and escalating complex cases when required.
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Interested in joining the Iken team? We’d love to hear from you. Please email:
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We will review your application and be in touch if your experience matches our requirements.
Job Title: First Line Support Consultant
Location: Bristol, UK (Hybrid role)
Salary: £25,000 - £29,000
Job Type: Permanent
First Line Support Consultant are the primary contact point for all Iken users and clients, with responsibility for logging, investigating and where possible providing early resolution to issues raised by users of the Iken software product range, or escalation to the other support consultants.
You are responsible for proactively communicating with all users who report issues to the Support Desk to ensure the users and any client stakeholders are kept up to date as to the status of their issue.
About us
Iken is an independent software company based in central Bristol. We have an excellent reputation for both our efficiency and productivity boosting products and our approach to client care. The Iken team is made up of people who aspire to high performance and continuous improvement of themselves and the business - and that’s what we’re looking for from you.
Our company values are at the heart of what all our employees do, and we want to work with people with whom these values resonate. Within your role you will be expected to work inter-dependently, taking responsibility for your own success and that of the company - whilst being part of a high challenge and high support company culture with a busy social life and corporate social responsibility agenda.
Key Responsibilities
Support the Client Operations and Support Manager and the other support consultants in the delivery of excellent customer service by efficient and effective provision of support services to Iken’s users and clients.
Responding to new support calls received via telephone, email, chat or through the support portal, ensuring they are appropriately logged and assigned for investigation or resolution.
Investigating and solving common problems raised by users to the Support Desk, liaising with users regarding the progress of their problems. This may include user training or guidance, in addition to addressing common technical issues.
Liaising with end users and client IT departments to investigate and resolve issues, through information gathering, directive questioning and use of client remote access facilities and remote support tools
Identify and recommend, where possible, process improvements to reduce or eliminate repeat occurrences of support issues, or to reduce user impact of common issues.
Provide direct support or advice to users or client IT through the use of Teams, conference calls, remote access or other means as required.
Escalate support issues to technical support consultants as required for further analysis and resolution ensuring the tickets are updated appropriately.
Preparing articles or other materials to help empower customers with self-service solutions.
Provide support to other teams as a knowledge expert for Iken software products, in the provision of training, guidance and associated materials.
Primary Objectives:
Receive support calls via telephone, email, chat or through the support portal and raise tickets using the Support Desk software ensuring service level agreements are achieved or exceeded.
Utilise designated internal testing and training environments and other appropriate tools to recreate and investigate reported issues
Maintain detailed records of investigations into and recommended solutions for reported issues to ensure others are able to utilise this information
Attend and contribute to regular support team meetings
Prioritise and escalate issues where appropriate and working alongside colleagues to gain further knowledge and experience.
Keep clients informed on the status of their reported issues.
Skills and Experience:
Experience of working on an internal or external facing IT support desk
Experience delivering IT training or guidance to end users
Good understanding of Microsoft Office suite, Windows Operating Systems and Microsoft Edge and Google Chrome browsers
Analysis and investigative skills
Time management and ability to multi-task
Excellent written and verbal communication skills with the ability to adjust tone and language to match the customer's technical proficiency.
Experience of using and supporting a bespoke application or platform
Person Specification:
Ability to work proactively and independently whilst maintaining meaningful communication with the wider team
Strong focus on improved customer experience
Empathetic with a genuine desire to help people, showing patience and understanding when dealing with frustrated or anxious users.
Ability to work proactively and independently whilst maintaining meaningful communication with the wider team
Desire to solve problems and to persevere until a resolution is reached
Desire to learn and develop
Learn More
Iken is an independent software company based in central Bristol. We have an excellent reputation for both our efficiency and productivity boosting product suite and our approach to client care. The Iken team is made up of people who aspire to high performance and continuous improvement of themselves and the business - and that’s what we’re looking for from you.
Our company values are at the heart of what all of our employees do day to day and we want to work with people with whom these values resonate. Within your role you will be expected to work inter-dependently, taking responsibility for your own success and that of the company - whilst being part of high challenge and high support company culture with a busy social life and corporate social responsibility agenda.
