Job description
THE EMPLOYER IS: IONIC IT IT Support Assistant (Entry-Level) This role is ideal for individuals who are beginning their career in the IT industry and are eager to build a strong technical foundation within a supportive, fast-paced environment. As an IT Support Assistant, you will act as the first point of contact for clients, providing initial troubleshooting and support for a range of basic technical issues. You will assist with tasks such as password resets, device setup, software installation, and logging support tickets, while developing a clear understanding of how a Managed Services Provider (MSP) operates on a day-to-day basis. Working closely with experienced engineers, you will gain hands-on exposure to core MSP processes including remote monitoring, incident triage, customer communication, and service documentation. Full training will be provided to help you build your technical skills, confidence, and industry knowledge, ensuring you are well-supported as you grow into the role. This position offers a strong entry point into a long-term career in IT support, with opportunities to progress as your skills develop. These are an in-person role, requiring the person to be based full time in our office in Magherafelt.
Responsibilities
* Respond to client queries via phone, email, and remote support tools.
* Assist in troubleshooting common hardware and software issues under supervision.
* Support the setup of user accounts and devices, including laptops and desktops.
* Help maintain accurate records of support requests and resolutions.
* Shadow senior engineers to learn about networking, Microsoft 365, and security basics.
* Participate in structured training sessions to build technical competence.
Skills and Qualifications
Essential Skills
* Strong communication skills, with the ability to interact professionally with clients via phone, email, and remote tools.
* Basic understanding of computers, operating systems, and common hardware/software components.
* Ability to follow troubleshooting steps and work methodically to diagnose simple technical issues.
* Good organisational skills, including the ability to maintain accurate records and update support tickets clearly
* Willingness to learn and take direction from senior engineers while developing technical competence.
* Ability to work effectively as part of a team in a fast-paced MSP environment.
* Strong attention to detail skills when setting up user accounts, devices, and following onboarding procedures.
* Eagerness to participate in structured training and continuously develop technical knowledge.
* Problem-solving skills with a positive, customer-focused approach.
Desirable Skills
* Experience in a customer service environment, demonstrating strong communication and a friendly, professional approach to assisting users.
* Ability to explain information clearly to non-technical individuals, ensuring a positive support experience.
* Previous experience supporting customers in person or over the phone, building rapport and trust through good service.
* Interest in IT support, networking, Microsoft 365, and cybersecurity fundamentals.
Further Information
The Employer is: IONIC IT JobStart Opportunity - Working Hours Information -Standard Hours: up to 25 hours per week. -Flexible/Reduced Hours: May be available upon approval by a Work Coach. -Additional Hours: The employer may offer extra hours depending on availability. This should be discussed directly with the employer before starting employment. The job advert may end before the closing date if requested by the employer.
Application Information
JOBSTART IS OPEN TO WORKING AGE BENEFIT CLAIMANTS WHO ARE DEEMED ELIGIBLE BY A WORK COACH. If you are on Universal Credit, please contact your Work Coach via your Journal. If you are in receipt of any other working age benefit, please contact your local Jobs & Benefits Office on 0800 001 5782.