You can follow the tier support system and work your way up to the 2nd, 3rd and 4th line support as you improve your skills. Alternatively, specialise in providing support to an in-house staff of banks, educational institutions and retail businesses and become the lead IT support technician. You can also focus on other fields like programming or software engineering with further training. Working as a first line support revolves around helping people resolve technical issues.

  • General understanding of Active Directory, SharePoint, VPN and remote access clients, printers, and other peripherals.
  • The salaries for IT support work vary greatly depending on the level of the job, previous experience and size of employer.
  • As a technical support/helpdesk employee, you’ll be monitoring and maintaining the computer systems and networks within an organisation in a technical support role.
  • When you work in first line support, you are the frontline customer support agent.

Apprenticeships are available in IT support, sometimes requiring GCSEs only. While IT support roles are open to graduates of any discipline, some employers prefer graduates with an IT-related qualification. With experience, you could become self-employed and work with the clients or organisations you choose. Installing and configuring computer hardware, software, systems, networks, printers and scanners. Talking to clients and computer users to determine the nature of the problems they are encountering. Minimum of two years’ technical experience in an IT support environment.

If the job you want isn’t listed, don’t worry!

In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development. Within an interview, you are likely to be asked questions that explore your familiarity with troubleshooting technical problems and maintaining systems, such as “what is your troubleshooting process?

They resolve simple technical issues and queries or escalate the problem to other support technicians. Entry is possible with a variety of academic qualifications and/or relevant experience. Entrants typically possess GCSEs/S grades and A levels/H grades together with appropriate NVQ/SVQ or an equivalent vocational qualification. Training is provided off- and on-the-job supplemented by specialised courses. Postgraduate and professional qualifications and apprenticeships in some areas are available.

Mobile app developer job description

As an example, this would see you being promoted to a more senior technical support role and from there to a team, section or department leader. When you work in first line support, you are the frontline customer support agent. That means you have to be a generalist with a broad understanding of technical procedures and products. Your job is to handle customer inquiries on daily support issues like time-sensitive queries, customers’ common challenges and FAQs. A 1st line support technician handles technical issues and is the first point of contact for customers.

1st line support earns an average hourly rate of £11.82 per hour. However, the rate varies depending on the employer and experience level. The Helpdesk Support will also be involved in working on backups, new builds and rebuilds, quotes and purchasing. Highly technical with hands-on experience with troubleshooting issues and resolving problems at both server and End User Compute platforms. Continuously review our current services and either improve or suggest alternative solutions. Resolving incidents, requests, problems and identifying trends with support from the service teams.

Best technology courses at UK universities

With further training or qualifications you might be able to move into a different area of computer work, such as programming . You might complete advanced ITIL courses at help desk engineer Level 4, from Foundation, ITIL 4 Managing Professional, ITIL 4 Strategic Leader, and Master. You could move on to a job demanding more skill and with a higher salary.