Trainee IT 1st​/2nd Line Support Assistant

Trainee IT 1st / 2nd Line Support Assistant Job Description

Trainee IT 1st / 2nd Line Support Assistant Colchester

We are looking for a motivated and enthusiastic IT 1st / 2nd Line Support Assistant to join our in‑house IT team. This is an excellent opportunity for a university graduate, college leaver, or someone beginning their career in IT to gain hands‑on experience. You will provide day‑to‑day technical support to users across the business, helping resolve IT issues, setting up devices, and assisting with maintaining systems and infrastructure.

The role offers exposure to a wide range of technologies to learn and develop skills.

• Provide 1st and 2nd line technical support to end users via phone, email, remote support, and in person.
• Log, manage, and resolve support tickets within agreed service levels via the company Helpdesk.
• Troubleshoot hardware, software, printer, and network issues.
• Set up and configure laptops, desktops, mobile devices, and user accounts.
• Assist with password resets, account permissions, and onboarding of new starters.
• Escalate more complex issues to senior IT staff or 3rd party vendor support where required.
• Maintain accurate IT documentation and asset records.
• Assist with routine system checks, updates, and maintenance tasks.
• Deliver friendly and professional customer service to users at all levels.

• Sabbatical leave
• Wellbeing Day
• Paid Volunteer Day
• Ongoing training and development to aid personal growth
• Hybrid working
• Private healthcare
• Early finish Friday
• High performers monthly lunch clubs
• Enhanced Maternity & Paternity leave
• Comprehensive benefits package

• A keen interest in IT and technology.
• Strong problem‑solving and communication skills.
• Good organisational skills and attention to detail.
• Understanding of Windows operating systems and Microsoft 365.
• Ability to work independently and as part of a team.
• Willingness to learn and develop technical skills.
• IT‑related degree, college qualification, apprenticeship, or related certifications.

• Experience in a customer service or helpdesk environment.
• Knowledge of:
• Windows and Linux Operating Systems.
• Networking concepts.
• Microsoft Intune / Entra .
• Hardware troubleshooting
• Remote support tools.
• Microsoft 365

This role would suit someone who is passionate about technology, enjoys helping people, and is looking to build a long‑term career in IT support. Whether you are a recent graduate, college leaver, or looking for your first role in IT, we would love to hear from you.