We’ve all experienced that moment of tech-induced panic: the sudden error message, the stubborn printer, or the Wi-Fi that’s decided to take an unscheduled break. When our essential technology falters, it can feel like everything grinds to a halt. So, who are the skilled individuals working diligently behind the scenes to resolve these headaches and keep businesses running? That would be the IT Support team.
Whether you’re curious about what they actually do all day, considering becoming an IT Support specialist as a potential career, or simply want a better grasp of their crucial contributions, this guide sheds light on it all. We’ll explore the day-to-day realities of what an IT Support person does, unpack typical elements of an IT Support Job Description, and navigate the promising IT Support Career Path available right here in the UK.
What is an IT support person?
An IT support person—also known as a technical support officer, IT technician, or IT support specialist—is responsible for maintaining computer systems, diagnosing technical problems, and helping users resolve hardware, software, and network issues. They are the first line of defence against technology disruptions in an organisation.
Depending on the business size and sector, IT support professionals may work in-house for a company, as part of a managed IT services provider, or in a hybrid/remote support capacity.
Key responsibilities of an IT support person
The day-to-day tasks of an IT support role can vary based on the level (first, second, or third line support), but typically include:
1. Troubleshooting technical issues
- Diagnosing problems with hardware (e.g., desktops, laptops, printers) and software (e.g., operating systems, applications).
- Providing step-by-step assistance to users via phone, email, or ticketing systems.
2. Installing and configuring systems
- Setting up new devices, operating systems, and company-approved software.
- Ensuring all configurations comply with company security policies and standards.
3. Monitoring and maintenance
- Proactively monitoring networks and systems to identify and resolve issues before they escalate.
- Performing regular updates, patches, and backups.
4. Supporting end-users
- Offering technical support to employees or customers.
- Educating non-technical users on best practices and preventing recurring issues.
5. Managing IT assets and documentation
- Tracking equipment inventory and logging all support activities.
- Documenting procedures, FAQs, and user guides.
6. Cybersecurity support
- Assisting in maintaining security protocols such as firewalls, antivirus software, and data protection measures.
- Reporting incidents in accordance with GDPR and internal policies.
IT Support job description
A well-crafted IT support job description will typically include the following elements:
Job title
IT Support Technician / IT Support Officer
Summary
We are looking for a detail-oriented IT Support professional to provide technical assistance across the organisation. You will diagnose software and hardware issues, support users remotely and on-site, and maintain the integrity of our IT systems.
Key responsibilities:
- Provide first and second-line technical support to staff
- Monitor and maintain computer systems, networks, and servers
- Respond to service requests and incidents using a ticketing system
- Install and configure computer hardware, operating systems, and applications
- Ensure compliance with data protection and cybersecurity regulations
Skills and qualifications
- Proficiency in Windows, macOS, and commonly used applications
- Excellent problem-solving and communication skills
- Knowledge of networking fundamentals and cybersecurity best practices
- Certifications like CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are desirable
Essential skills for IT support roles
To succeed in an IT support role, candidates should possess both technical and soft skills, such as:
Technical skills
- Operating systems (Windows, macOS, Linux)
- Office 365 and cloud platforms
- Networking (TCP/IP, DNS, DHCP)
- Remote desktop tools
- Mobile device management (MDM)
Soft skills
- Communication and patience
- Analytical thinking
- Attention to detail
- Time management
- Customer service orientation
IT support career path
The IT support career path offers multiple routes depending on your interests and ambitions. Most professionals start in 1st line support and can progress into more technical or managerial positions.
Typical IT support career progression
1. 1st line support / Helpdesk technician
Entry-level position handling basic queries and troubleshooting.
2. 2nd line Support technician
More advanced diagnostics, working with infrastructure and user accounts.
3. 3rd line support / Specialist roles
Handling complex issues and managing systems architecture or specific technologies.
4. IT administrator / Systems engineer
Taking ownership of servers, networks, and large-scale deployments.
5. IT manager / Head of IT
Overseeing IT strategies, policies, and teams across the organisation.
6. Specialist paths:
- Cybersecurity Analyst
- Cloud Engineer
- DevOps Technician
- Network Administrator
Many professionals also pursue certifications or degrees to specialise or switch into different areas of IT.
Learn more about IT support tiers
Entry requirements and qualifications
While some roles require a university degree in IT, many employers now accept candidates with:
- Level 3 Diploma in IT or equivalent college course
- IT apprenticeships (e.g., Infrastructure Technician)
- Vendor certifications (e.g., CompTIA, Microsoft, Cisco)
- Relevant work experience or self-taught skills
Typical salary of an IT support person in the UK
Salaries vary depending on location, experience, and company size.
| Role Level | Average Salary (UK) |
|---|---|
| 1st Line Support | £22,000 – £27,000 |
| 2nd Line Support | £28,000 – £35,000 |
| 3rd Line / Specialist | £35,000 – £50,000+ |
| IT Manager | £50,000 – £70,000+ |
London and the South East typically offer higher salaries than the national average.
Is IT support a good career?
Absolutely. IT support is a great entry point into the wider tech industry. It allows professionals to:
- Build foundational technical knowledge
- Gain exposure to various IT systems and business environments
- Explore paths into cybersecurity, cloud, DevOps, and leadership roles
- Secure long-term job stability in a tech-driven economy
With digital infrastructure growing rapidly across sectors, demand for skilled IT support professionals continues to rise in the UK.
Final thoughts
If you’ve ever wondered what an IT support person does, the answer is: they’re the unsung heroes keeping businesses operational. From troubleshooting issues to enabling remote work and maintaining cybersecurity, IT support professionals are critical to modern-day business success.
Whether you’re crafting an IT support job description or exploring your IT support career path, understanding the scope of this role is essential for making informed decisions.
FAQs
Ready to start your IT career?
A career in IT support is a smart move for anyone with a knack for problem-solving and an interest in technology. With plenty of learning opportunities, a clear career path, and increasing demand across the UK, there’s never been a better time to get started.
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