Working in IT Support offers a dynamic and rewarding career path for those interested in technology and problem-solving. As recruitment specialists who place IT professionals across the UK, we've seen firsthand how this field continues to grow and change, creating excellent opportunities for both newcomers and experienced professionals.
What Working in IT Support Involves
The role of IT Support has changed significantly over the years. When we talk to candidates about their experiences, they often mention the variety in their daily work. Support professionals tackle everything from basic hardware issues to complex software configurations, making each day different from the last.
A typical day might include:
Setting up new equipment and software for staff
Responding to technical queries via phone, email, or in person
Managing system updates and security patches
Maintaining network infrastructure
Creating documentation for common issues
Different Types of IT Support Roles
You may have come across the terms First-Line, Second-Line, and Third-Line when reading about IT support, but you may be wondering what exactly they mean, and what type of role can you expect to work in?
First-Line support focuses on initial problem resolution and basic technical issues. You’ll often find First-Line support workers having in-house positions in a company, as well as working for an IT support firm. These positions suit those starting their careers, offering valuable hands-on experience.
Second-Line support handles more complex problems and often requires deeper technical knowledge. Many of our candidates progress to this level after 1-2 years of experience.
Third-Line support involves specialist knowledge and often includes project work. These positions typically need several years of experience and specific technical certifications, and are usually available at specialist IT support firms.
Skills and Qualifications Needed for IT Support
The technical skills that employers value cover a broad range of competencies.
Network troubleshooting forms a core part of most roles, alongside comprehensive operating system management across Windows, macOS, and Linux platforms.
Hardware diagnostics skills allow support professionals to identify and fix physical issues quickly, while basic coding and scripting knowledge helps automate common tasks.
Security best practices round out the technical requirements, becoming increasingly important as cyber threats grow more sophisticated.
The personal qualities that make IT Support professionals stand out go beyond technical knowledge.
Strong communication skills are essential, as you'll need to explain complex technical concepts to non-technical users.
Problem-solving abilities help tackle unexpected issues, while effective time management ensures you can juggle multiple priorities.
Patience proves invaluable when dealing with frustrated users, and the ability to work well under pressure helps you maintain performance during busy periods.
When it comes to formal qualifications, several certifications can boost your career prospects.
The CompTIA A+ certification provides a solid foundation in IT fundamentals and is often considered an industry standard.
Microsoft Technical certifications demonstrate expertise in specific Microsoft technologies, while the ITIL Foundation certification shows understanding of IT service management principles.
Cisco certifications are particularly valuable for roles involving network infrastructure.
While not all employers require these certifications, they can give you an advantage in the job market and provide structured learning paths for career development.
Work Environment and Culture
Based on feedback from our placed candidates, we know that IT Support environments vary significantly. Some work in small teams supporting local offices, while others join large organisations with global support structures. There are also large and small specialists IT support companies that provide outsourced support to businesses of all types.
Many roles now offer hybrid working patterns, combining office-based and remote support. This flexibility has become increasingly common, though some positions still require full-time on-site presence.
Career Development and Progression
We've helped many professionals advance their IT Support careers, and the progression opportunities are excellent. Starting in first-line support, you can move into specialised roles such as:
Network Administration
Systems
Engineering
IT Security
Technical Team Leadership
IT Management
Salary Expectations
Through our recruitment experience, we see varying salary ranges depending on location and experience:
Entry-level positions typically start at £22,000-£28,000
Mid-level roles often range from £30,000-£40,000
Senior positions can command £45,000-£60,000+
How much you will earn will depend on many factors, like years of experience, type of role, and size of business that you work for.
Future Prospects in IT Support
With the increasing digitisation of the world of business, the demand for IT Support professionals shows no signs of slowing down. In fact, it's likely to keep growing at a tremendous rate. To go along with the increased demand, our recruitment team has noticed significant changes in the skills and expertise that employers now seek.
Cloud technology knowledge has become particularly valuable as more businesses move their operations to cloud platforms like AWS, Azure, and Google Cloud. Remote support capabilities have evolved from a useful skill to an absolute necessity, with many support teams now operating entirely remotely or in hybrid arrangements.
Cybersecurity knowledge has also become fundamental to IT Support roles, as security considerations touch every aspect of technical support. Support professionals now need to understand security best practices, threat detection, and basic incident response. The growing focus on automation means that familiarity with scripting languages and automation tools helps support staff work more efficiently.
Looking ahead, artificial intelligence (AI) and machine learning will play larger roles in automated diagnostics and predictive maintenance. The Internet of Things (IoT) will create new support challenges, opening exciting opportunities for IT Support professionals who keep their skills current.
Getting Started in IT Support
If you're considering a career in IT Support, we recommend:
Start with fundamental certifications like CompTIA A+
Build a home lab to practice technical skills
Look for entry-level positions that offer training
Consider apprenticeships or internships
Making Your Next Career Move
Whether you're just starting or looking to advance your IT Support career, the right opportunity can make all the difference. At Select Recruitment Specialists, we work with leading employers across the UK and understand what they're looking for in IT Support professionals.
Our team of specialist recruiters can help you find positions that match your skills and career goals. We'll support you through the entire process, from CV preparation to interview coaching.
Ready to explore your options in IT Support? Get in touch with our team today, and we'll help you take the next step in your career journey.