Junior IT Support Technician
KEY RESPONSIBILITIES
IT Support & Service Desk
– Provide first-line technical support to users across hardware, software, network, and account-related issues.
– Log, manage, update, and resolve incidents and service requests through the IT service desk.
– Troubleshoot Windows and macOS laptops and desktops.
– Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
– Assist users with password resets, account access, MFA, and authentication issues.
– Escalate complex technical issues to senior IT team members when required.
– Keep users informed of the status and progress of their support requests.
– Ensure tickets are accurately documented and resolved within agreed service levels.
User & Device Administration
– Assist with new starter onboarding, including preparing laptops, accounts, applications, and equipment.
– Support employee leaver processes, including account disabling and equipment recovery.
– Assist with user and group administration within Microsoft Entra ID.
– Support the deployment and management of laptops and mobile devices through MDM solutions such as Microsoft Intune.
– Install, configure, update, and maintain approved software.
– Maintain accurate records of IT equipment and company assets.
– Assist with laptop builds, replacements, repairs, and equipment upgrades.
Microsoft 365 & Cloud Services
– Provide day-to-day support for Microsoft 365.
– Assist with Microsoft Entra ID user administration.
– Support SharePoint and OneDrive access and permissions.
– Assist with Microsoft Teams administration and troubleshooting.
– Support basic licensing and application access requests.
– Develop knowledge of Microsoft Azure and other cloud services used by the organisation.
IT Infrastructure
– Assist with troubleshooting office network, Wi-Fi, printer, meeting-room, and connectivity issues.
– Support the maintenance of office IT equipment and infrastructure.
– Perform basic network troubleshooting, including IP, DNS, DHCP, Wi-Fi, and connectivity checks.
– Assist senior engineers with infrastructure changes, upgrades, and IT projects.
– Monitor systems and report potential issues to senior members of the IT team.
Information Security
– Follow company IT and Information Security policies and procedures.
– Assist with security-related activities, including device compliance, patching, antivirus, and endpoint protection.
– Identify and escalate suspicious emails, security incidents, or unusual system behaviour.
– Support access control and least-privilege principles.
– Assist with security awareness activities where required.
– Develop an understanding of cybersecurity best practices and frameworks such as ISO 27001.
Documentation & Administration
– Create and maintain IT documentation, knowledge-base articles, and user guides.
– Maintain accurate asset, software, and licensing records.
– Document troubleshooting steps and resolutions within service desk tickets.
– Assist with IT audits and evidence collection when required.
– Follow established IT change management and operational procedures.
SKILLS & EXPERIENCE
Essential
– Strong interest in IT, technology, and cybersecurity.
– Basic understanding of Windows operating systems.
– Basic knowledge of Microsoft 365.
– Good troubleshooting and problem-solving skills.
– Good written and verbal communication skills.
– Ability to communicate technical information clearly to non-technical users.
– Strong customer-service approach.
– Good organisational and time-management skills.
– Ability to follow technical procedures and instructions.
– Willingness to learn new technologies and develop technical skills.
– Ability to work effectively as part of a team.
Desirable
Experience or knowledge in any of the following would be beneficial but is not essential:
– Microsoft Entra ID / Active Directory.
– Microsoft Intune or another MDM platform.
– Microsoft Azure.
– SharePoint and OneDrive.
– IT service management or ticketing systems such as Jira Service Management.
– Networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and Wi-Fi.
– Windows and macOS device management.
– Endpoint security and antivirus technologies.
– IT asset management.
– Cybersecurity fundamentals.
– ISO 27001 or other information security frameworks.
QUALIFICATIONS
One or more of the following would be advantageous but is not essential:
– IT-related degree, diploma, apprenticeship, or equivalent qualification.
– CompTIA A+.
– CompTIA Network+.
– CompTIA Security+.
– Microsoft Fundamentals certifications such as MS-900, AZ-900, or SC-900.
Candidates without formal qualifications will also be considered where they can demonstrate a strong interest in technology and a willingness to learn.
PERSONAL ATTRIBUTES
The successful candidate will:
– Be enthusiastic about developing a career in IT.
– Take ownership of assigned tasks and support tickets.
– Have a professional and approachable attitude.
– Be comfortable asking questions and learning from more experienced colleagues.
– Have strong attention to detail.
– Be dependable and able to follow established processes.
– Remain calm and professional when dealing with technical problems.
– Be proactive in developing their technical knowledge.
– Understand the importance of confidentiality and information security.
DEVELOPMENT OPPORTUNITIES
This role is designed to provide a strong foundation for progression within IT. The successful candidate will receive exposure to areas including:
– Microsoft 365 administration.
– Microsoft Entra ID.
– Microsoft Intune and endpoint management.
– Azure cloud technologies.
– Networking and infrastructure.
– Cybersecurity and Information Security.
– IT service management.
– IT projects and infrastructure deployments.
With experience and demonstrated technical capability, there will be opportunities to progress into positions such as IT Support Engineer, Second Line IT Support Engineer, IT & Security Analyst, or Systems/Cloud Engineer.