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What skills do IT support jobs require?
IT Support Jobs in the UK (2026 Guide) | Skills, Career Path & Salary
26/02/2026
How to Become a Top IT Support Professional in the UK (2026 Career Guide)
IT support jobs continue to be one of the most accessible and rewarding career paths in the UK tech sector. Organisations across industries — from finance and healthcare to education and retail — constantly seek competent technical support specialists to ensure their systems run smoothly. In 2026, as remote working evolves and digital services become essential, demand for skilled IT support professionals remains strong.
If you're aiming for success in IT support roles, you’ll need a blend of technical know-how, problem-solving skills, and customer service excellence. This guide explores everything from core responsibilities to career growth strategies so that you not only enter the field but thrive.
What Are IT Support Jobs?
IT support jobs involve assisting users and businesses with technology-related issues. This can range from troubleshooting hardware problems to resolving software bugs, handling network issues, and guiding users on how to use systems effectively.
Support roles are often categorised by levels:
1st Line Support
- First point of contact
- Basic troubleshooting
- Password resets & user assistance
2nd Line Support
- Advanced technical resolution
- Software/hardware diagnosis
- Escalation handling
3rd Line Support
- Specialist engineering support
- Complex systems & server issues
- Root-cause investigation
Core Responsibilities of IT Support Professionals
IT Support professionals act as the bridge between users and technology.
Typical Duties Include:
- Responding to help desk tickets
- Diagnosing & resolving issues
- Installing and configuring software
- Setting up user accounts
- Updating and patching systems
- Training users on tools & processes
- Escalating complex problems
Strong documentation and communication skills are essential for effective IT support.
Must-Have Skills for IT Support Jobs
In 2026, employers look for both technical and interpersonal capabilities.
Technical Skills:
- Operating systems (Windows, macOS, Linux)
- Network fundamentals (TCP/IP, DNS, DHCP)
- Hardware troubleshooting
- Remote support tools
- Active Directory basics
Soft Skills:
- Communication
- Patience
- Problem-solving
- Time management
- Customer-centric mindset
Balancing tech expertise with empathy makes you a standout support professional.
Qualifications & Certifications That Matter
While some IT support roles may be open to self-taught professionals, certifications significantly strengthen your profile.
Recommended qualifications:
- CompTIA A+ (entry level credential)
- Microsoft Certified: Modern Desktop Administrator
- Cisco CCNA (network fundamentals)
- ITIL Foundation (service management skills)
Certifications show employers that you understand industry standards and best practices.
Salary Expectations in the UK (2026)
Salary ranges vary based on experience level and region:
- Entry-Level IT Support: £22,000 – £28,000
- Mid-Level Technical Support: £28,000 – £35,000
- Senior Support Engineer: £40,000 – £55,000+
London and major tech hubs often offer higher pay due to greater demand and cost of living.
Career Growth & Progression
IT support jobs serve as a gateway to broader tech careers:
- IT Support → Network Administrator
- IT Support → Systems Engineer
- IT Support → DevOps Technician
- IT Support → Cybersecurity Analyst
Progress often comes through experience, certifications, and specialist skills development.
Industry Demand & Outlook
Digital transformation, cloud adoption, and hybrid work environments continue to boost demand for IT support professionals across sectors. Organisations value staff who keep systems operational, reduce downtime, and improve user productivity.
Day in the Life: What IT Support Professionals Do
A typical day may involve:
- Checking help desk queue early morning
- Prioritising critical issues
- Supporting remote users
- Reimaging workstations
- Coordinating with networks/engineering teams
- Updating knowledge base articles
IT support is dynamic, fast-paced, and rewarding for problem-solvers.
What skills do IT support jobs require?
IT support jobs require a mix of technical skills (operating systems, hardware troubleshooting, networking) and soft skills (communication, patience, customer service) to diagnose issues, assist users, and maintain IT infrastructure effectively.
Frequently Asked Questions (FAQs)
1. Do I need a degree to get IT support jobs?
No. Many IT support roles are accessible through certifications and hands-on experience.
2. What certification should I start with?
CompTIA A+ is widely recognised as the essential entry-level certification.
3. Can IT support lead to other tech careers?
Yes. IT support is a strong stepping stone to network engineering, systems administration, and cybersecurity roles.
4. Are IT support jobs in demand in the UK?
Yes. As digital infrastructures grow, demand for support professionals remains high.
5. Is customer service important for IT support roles?
Absolutely. Soft skills like communication and patience are crucial for success.
