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.