IT support engineer job description.
Looking to hire an IT support engineer or take your next step in technical support? This IT support engineer job description outlines responsibilities across hardware, software, and network troubleshooting. It covers the tools and skills required, potential growth into senior support or system admin, and average UK salaries.
What does an IT support engineer do?
An IT support engineer provides technical assistance to users across an organisation, helping resolve hardware and software issues, system errors, and access problems.
Key responsibilities include user onboarding, supporting operating systems and applications, managing tickets, maintaining devices, and documenting solutions. They may also work on asset management and contribute to infrastructure upgrades.
In smaller businesses, they often work across networks and systems. In enterprise environments, they focus on user support within a dedicated team, progressing into infrastructure or systems roles over time.
Key responsibilities of an IT support engineer.
IT support engineers provide technical assistance and troubleshooting across the organisation. Their responsibilities include:
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Diagnosing and resolving software, hardware, or network issues
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Managing device setup, imaging, and user access
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Supporting video conferencing, remote work tools, and communication platforms
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Assisting with on-site or remote technical support requests
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Maintaining asset logs and IT documentation
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Performing system updates and configuration changes
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Liaising with third-party providers or vendors on repairs or replacements
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Supporting installations of new software and systems
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Ensuring data backups and recovery tools are operational
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Assisting with security compliance, antivirus, and patch management
This role blends user support with systems maintenance and technical troubleshooting.
Skills and requirements for an IT support engineer.
IT support engineers provide day-to-day support across hardware, software, and networks. Employers typically look for:
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2–4 years of experience in internal IT or support roles
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Skilled in device configuration, troubleshooting, and remote support
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Experience supporting Windows and macOS users
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Familiarity with Microsoft 365, Teams, and Active Directory
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Confidence resolving desktop, printer, and email issues
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Ability to manage tickets, update documentation, and escalate issues
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Good customer service and time management skills
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Awareness of security, backups, and endpoint protection
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Comfortable working independently or as part of a team
Most IT support engineers maintain daily operations across users and teams.
Average salary for an IT support engineer.
In the UK, the average salary for an IT support engineer typically ranges from £28,000 to £40,000, depending on technical knowledge, issue complexity, and infrastructure exposure.
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Mid-level engineers typically earn between £28,000 and £34,000
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Senior IT support engineers handling escalations and specialist systems can earn between £35,000 and £40,000
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Certifications in networking or cloud platforms can enhance salary potential
Top-paying roles are in in-house IT teams, MSPs, and enterprise service desks.
Career progression for an IT support engineer.
An IT support engineer ensures users and systems operate efficiently, managing both hardware and software issues. The role offers upward mobility into senior support, infrastructure, or management. A typical path includes:
1st or 2nd line support
Handles basic troubleshooting, software setups, and hardware issues.
IT support engineer
Manages escalated issues, user devices, and onsite or remote support for infrastructure and software.
3rd line support / Senior IT engineer
Specialises in systems, servers, or networking. Provides strategic and technical escalation.
IT support manager / Infrastructure lead
Leads teams, manages helpdesk systems, and develops internal SLAs.
IT director / Head of IT
Owns internal IT operations, vendor relationships, and cross-departmental service delivery.
salary guide
Our UK IT salary guide.
IT support engineers resolve technical issues, install systems, and maintain user environments. Pay should reflect technical competency and escalation responsibilities.
Use the UK IT salary guide to benchmark IT support roles, explore 2024 data, and prepare for future salary planning.
FAQS
IT support engineer FAQs.
IT support engineers typically resolve more complex issues, such as network dropouts, hardware failures, VPN access errors, and system configuration challenges. They work across both user-facing and backend systems, often with administrative access.
They are in demand across healthcare, legal, education, retail, manufacturing, and fintech — especially in environments with multiple sites or remote workforces that require stable IT performance.
Familiarity with Active Directory, Windows Server, remote desktop tools, Microsoft 365 admin portals, endpoint security, and IT asset management platforms is essential. Many engineers also script in PowerShell or batch for automation.
Hybrid roles are increasingly common, particularly where the organisation uses cloud-first infrastructure. However, some desk-side presence is often required for device rollouts, physical troubleshooting, or hardware swaps.
Progression routes include 3rd line support, systems administrator, or infrastructure roles. Others move toward project-based delivery or begin specialising in cyber security or cloud support.
