An IT Support Technician keeps an organisation's technology working day to day — a hands-on, people-facing first step into IT.
Role overview
IT Support Technicians install, configure and fix hardware, software, accounts and connectivity, often across first and second line. It rewards a calm, methodical approach and genuine helpfulness.
Typical responsibilities
- Resolve hardware, software and account issues within SLAs.
- Set up and image new devices and peripherals.
- Support connectivity, printing and everyday applications.
- Document fixes and escalate complex problems.
Required technical skills
- Windows and common OS support
- PC hardware and peripherals
- Basic networking (IP, DNS, DHCP)
- Troubleshooting methodology
- Ticketing tools
Required soft skills
- Clear, patient communication
- Customer empathy
- Prioritisation under pressure
- Attention to detail
- A logical, calm mindset
Recommended learning paths (vendor-neutral)
Understand a core concept
The CompTIA Troubleshooting Methodology
The six-step method every A+ technician is expected to know by heart.
Tap or hover a part to learn more.
Gather the facts.
Question the user, back up data before making changes, identify what changed recently, and reproduce the issue if you can. Never skip the backup step.
Check your understanding
1. What must you always do before making changes when identifying a problem?
2. What is the final step of the methodology?
Concepts to master — your readiness map
Work through these interactive Academy guides, marking each complete to build your Job Readiness Score for this role:
Recommended certifications
Technical interview preparation
- Walk me through diagnosing a PC that won't power on.
- What is the difference between an IP address and a MAC address?
- How would you set up a new starter's laptop?
Behavioural interview preparation
- Tell me about helping a frustrated, non-technical user.
- Describe juggling several urgent tickets at once.
Career progression
IT Support Technician → Desktop Support / Help Desk → Systems or Network Administrator, then specialise into networking, cloud or security.
Typical UK salary
Typically £20,000–£26,000 starting in the UK, rising with A+ and experience.
Prepare with Missiora
- AI Interview™ — run a scored mock interview for this exact role.
- Career Coach™ — get a personalised path from where you are to this role.
- Career Passport™ — evidence your skills and earn shareable achievements as your readiness grows.