Trainee IT 1st / 2nd Line Support Assistant job at Colchester Full Time

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.

Key Responsibilities

• 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.

What we offer you:

• 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

Skills & Experience Essential

• 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.

Desirable

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