Job Overview
The Support Technician (or Helpdesk Technician/IT Support) is the first line of defence for technical issues across the organisation. They provide IT support to end-users, resolve hardware/software problems and ensure system uptime.
The role is evolving with cloud computing, remote work and increased cybersecurity awareness. Modern support technicians must master both on-premises and cloud-based systems, support hybrid work environments and follow security protocols.
Key Responsibilities
User support and troubleshooting
Respond to user IT issues via phone, email or chat. Diagnose problems (hardware, software, connectivity) and provide solutions or escalate to specialist teams.
Hardware support
Install, configure and troubleshoot computers, printers, phones and peripherals. Manage hardware inventory, coordinate replacements and maintain asset records.
Software and application support
Help users with software installation, updates and troubleshooting. Manage software licenses and access rights. Document known issues and solutions.
Network and connectivity issues
Troubleshoot network connectivity problems, configure VPN access, support remote working setup.
User onboarding and training
Support new users: set up accounts, install required software, provide system training and documentation.
Required Skills
Technical Skills vs Soft Skills
- Windows and macOS operating system knowledge
- Basic networking and connectivity understanding
- Hands-on experience with office software (Microsoft 365, Google Workspace)
- Hardware troubleshooting and component knowledge
- Basic security and password management
- Familiarity with ticketing systems (ServiceNow, Jira Service Desk)
- Excellent customer service and patience
- Clear communication with non-technical users
- Problem-solving and logical thinking
- Attention to detail
- Time management and ticket prioritisation
- Reliability and professional demeanour
Salary and Compensation
Salary Scale 2026 (annual gross)
| Experience | SME | Large Enterprise | London |
|---|---|---|---|
| Junior (0-2 years) | 22-28K€ | 24-32K€ | +10-15% |
| Established (2-5 years) | 28-36K€ | 32-42K€ | +12-18% |
| Senior (5+ years) | 36-42K€ | 42-52K€ | +15-20% |
| Support Lead (7+ years) | 42-50K€ | 52-62K€ | +18-22% |
What certifications are valuable for a Support Technician?
Is a university degree required?
What is the career path from Support Technician?
Will AI/automation replace support technicians?
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