Junior IT Support Technician

ABOUT THE ROLE

We are looking for a motivated and customer-focused Junior IT Support Technician to join our IT team. This is an entry-level role suited to someone looking to develop a career in IT support, infrastructure, cloud technologies, and information security.

The successful candidate will provide first-line technical support to employees, assist with the day-to-day operation of IT services, and work closely with senior members of the IT team to maintain a secure, reliable, and efficient IT environment.

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.