IT Support Careers: Entry-Level to Senior-Level

Embarking on a career in IT support offers a journey filled with opportunities for growth and advancement. From starting as an entry-level support technician to ascending to the senior leadership role of Head of IT, each step along the way brings new skills, responsibilities, and challenges.

In this article, we'll explore the trajectory of a career in IT support, from entry-level positions to senior leadership roles, highlighting the skills acquired, responsibilities undertaken, typical timelines, and key milestones.

Entry-Level IT Support Jobs

Starting as an entry-level IT support technician lays the groundwork for your career journey in IT support. Some job roles might include:

Providing technical assistance and support to end-users, troubleshooting hardware and software issues, and escalating complex problems as needed.

Installing, configuring, and maintaining desktop hardware and software, resolving technical issues, and providing training and support to end-users.

Assisting with network and system administration tasks, troubleshooting connectivity issues, and responding to service requests from end-users.

Responsibilities of an Entry-Level IT Support Professional:

• Providing technical assistance and support to end-users.
• Troubleshooting hardware and software issues.
• Installing and configuring computer systems and software.
• Assisting with network and system administration tasks.
• Documenting support activities and maintaining records of technical issues.

Skills of an Entry-Level IT Support Professional:

• Basic understanding of computer hardware and software.
• Strong troubleshooting and problem-solving skills.
• Effective communication and customer service skills.
• Familiarity with operating systems such as Windows and macOS.
• Basic knowledge of networking concepts and protocols.

Typical Timeline: 1-2 years

The average salary of an Entry-Level IT Support Professional is £21,000

Mid-Level IT Support Jobs

Transitioning to a mid-level IT support role involves deeper engagement with technical systems and processes. Some job roles might include:

Managing and maintaining server infrastructure, administering user accounts and permissions, and implementing security measures to protect IT systems.

Designing, implementing, and managing network infrastructure, configuring routers and switches, and monitoring network performance and security.

Providing leadership and guidance to a team of support technicians, coordinating support activities, and resolving escalated technical issues.

Responsibilities of a Mid-Level IT Support Professional:

• Administering and maintaining IT systems and infrastructure.
• Planning and implementing system upgrades and enhancements.
• Providing technical leadership and mentoring junior team members.
• Troubleshooting complex technical issues and coordinating with vendors and third-party providers.

Skills of a Mid-Level IT Support Professional:

• Advanced knowledge of computer systems and network infrastructure.
• Proficiency in server administration and network management.
• Strong leadership and team management skills.
• Ability to analyse and resolve complex technical issues.
• Knowledge of ITIL (Information Technology Infrastructure Library) principles and best practices.

Typical Timeline: 3-5 years

The average salary of a Mid-Level IT Support Professional is £35,000

Senior-Level IT Support Jobs

As a senior-level IT support professional, you take on leadership roles, shaping IT strategy and driving organisational success. Some job roles might include:

Overseeing the IT department, developing IT policies and procedures, and managing IT projects and budgets.

Providing strategic direction for the IT department, aligning IT initiatives with business goals, and leading IT transformation and innovation efforts.

Serving as the highest-ranking IT executive in the organization, setting the overall IT strategy, and leading the IT department in achieving organisational objectives.

Responsibilities of a Senior-Level IT Support Professional:

• Setting IT strategy and direction in alignment with business goals.
• Leading IT transformation and innovation initiatives.
• Managing IT budgets, resources, and vendor relationships.
• Providing strategic guidance and counsel to executive leadership.
• Overseeing IT governance, risk management, and compliance efforts.

Skills of a Senior-Level IT Support Professional:

• Strategic vision and leadership abilities.
• Strong business acumen and financial management skills.
• Experience in IT project management and change management.
• Excellent communication and stakeholder management skills.
• Knowledge of emerging technologies and industry trends.

Typical Timeline: 5+ years

The average salary of a Senior-Level IT Support Professional is £80,000

The journey from entry-level IT support to senior leadership is achieved through continuous learning, skill development, and career progression. Each stage offers unique challenges and opportunities for growth, ultimately shaping you into a seasoned IT support professional capable of guiding organisations to success.

By mastering essential skills, embracing new responsibilities, and staying committed to personal and professional development, you can expect a rewarding career path in the dynamic field of IT support.