Breaking into IT support jobs: everything you need to know

Are you thinking about starting or transitioning to a career in IT support? Whether you're a tech enthusiast or someone who loves to help people solve problems, IT support jobs are a great way to get started in the tech world. 

With the majority of companies undergoing digital transformations, businesses need skilled support professionals to keep everything running smoothly. This guide will walk you through what to expect from IT support jobs, the skills and qualifications you’ll need, and how you can start your journey, even if you’re completely new to the field.

What is an IT support job?

In simple terms, an IT support job is all about helping people solve their technical issues. But it’s more than just fixing computers—it's about making sure everything from hardware to software runs smoothly so businesses can operate efficiently. 

You’ll be the hero behind the scenes, troubleshooting problems, setting up systems, and ensuring that technical glitches don’t stop the show. It’s a rewarding role that’s perfect for people who enjoy problem-solving and working with technology.

What are the main responsibilities in IT support jobs?

The responsibilities in IT support can vary, but generally, your job will involve:

• Diagnosing and troubleshooting hardware and software issues

• Setting up computers, networks, and printers

• Providing helpdesk support through calls, emails, or in person

• Installing and configuring new systems or software

• Managing user accounts and security settings

So, if you like rolling up your sleeves and diving into technical challenges, this is the role for you!

What skills do you need for IT support jobs?

IT support isn’t just about knowing the latest gadgets; it’s about having a balance of tech knowledge and people skills. Here are the must-haves:

• Technical troubleshooting: Being able to fix things fast is key.

• Networking basics: Understanding how networks work will help you solve many issues.

• Operating systems: Knowing your way around Windows, macOS, and maybe even Linux is helpful.

• Communication: You’ll often need to explain complex things in simple terms—so patience and clear communication are a must.

• Problem-solving: Every issue is like a puzzle, and your job is to figure out the solution.

• Time management: With multiple tasks coming your way, staying organized is essential.

What qualifications or certifications are needed for IT support jobs?

You don’t necessarily need a degree to get into IT support, but having certifications can make a big difference. These are the ones that will catch employers’ attention:

• CompTIA A+ Certification: A solid starting point for IT fundamentals.

• Microsoft Certified: Windows 10 Fundamentals: Great if you’ll be dealing with Windows systems.

• Cisco Certified Technician (CCT): Ideal for those interested in network troubleshooting.

• ITIL Foundation: Covers best practices in IT service management, making it useful in support roles.

These qualifications show that you’ve got the know-how to tackle IT problems like a pro.

What are the most popular IT support job titles?

The world of IT support has a variety of roles. Here are some common job titles:

• Help Desk Technician

• Desktop Support Specialist

• IT Support Engineer

• Technical Support Analyst

• Service Desk Technician

• First Line Support

• Second Line Support

Each job title may focus on slightly different aspects of support, but they all revolve around keeping systems running smoothly.

What is the average salary for IT support jobs?

Salaries for IT support jobs in the UK can vary depending on where you work and how much experience you have. Here’s a quick breakdown:

• The average salary for an entry-level Help Desk Technician is between £18,000–£25,000 per year.

• The average salary for an experienced IT Support Engineer is between £30,000–£40,000 per year.

• The average salary for a senior Technical Support Analyst is between £40,000–£50,000 per year.

Larger cities, like London, typically offer higher salaries, but this also depends on the level of complexity the role requires.

How can you get into IT support with no experience?

If you’re just starting and don’t have much experience, don’t worry—you’re not alone. Here’s how you can kickstart your IT support career:

1. Get certified: Certifications like CompTIA A+ can give you a foot in the door.

2. Start small: Look for internships, volunteer positions, or part-time roles to build your experience.

3. Learn online: There are tons of online courses that can teach you the basics of networking, operating systems, and troubleshooting.

4. Practice at home: Set up a home lab, mess around with your own systems, and troubleshoot any issues that pop up.

5. Apply for entry-level roles: Help Desk and First Line Support roles are great entry points into the IT world.

What are the career progression opportunities in IT Support?

One of the best things about IT support is that it’s a career that can grow with you. Here are some possible next steps once you’ve got some experience:

• Systems Administrator: Take on more responsibility by managing servers and networks.

• Network Engineer: Dive deeper into network management and design.

• IT Manager: Oversee an entire IT department and manage larger-scale projects.

• Cybersecurity Analyst: Focus on protecting systems from security threats.

These roles offer higher pay and give you the chance to specialise in areas you’re passionate about.

What trends should you know about in IT support jobs?

The world of IT support is always evolving, and keeping up with trends is key. Right now, some of the hottest trends include:

• Remote IT support: With more people working from home, remote support is in high demand.

• Cloud technology: As more businesses move to cloud-based systems, IT support pros need to know how to manage these environments.

• Cybersecurity: As cyber threats grow, IT support roles increasingly require some level of security expertise.

Is IT support a good career choice?

If you enjoy solving problems, helping people, and working with technology, IT support is a solid career choice. It’s a field that’s not only in demand but also offers a lot of growth potential. Plus, you get the satisfaction of knowing that you’re the one keeping everything running smoothly.

IT support jobs offer a fantastic opportunity to kickstart your career in the tech industry. With the right skills, certifications, and a willingness to learn, you can build a rewarding career with plenty of room for growth.

Start by building up your skills, gaining some hands-on experience, and getting certified. IT support is a role where you’ll never stop learning, and every day brings a new challenge. 

Start by creating your profile on Free-Work and connect with like-minded professionals.