At a Glance
- Tasks: Provide first-line IT support and troubleshoot tech issues for internal users.
- Company: Join QinetiQ, a leader in defence technology and innovation.
- Benefits: Competitive salary, generous holiday, health plans, and employee discounts.
- Other info: On-site role with opportunities for professional growth and community volunteering.
- Why this job: Be part of a team shaping the future with cutting-edge technology.
- Qualifications: Experience in IT support, excellent communication skills, and a customer-focused approach.
The predicted salary is between 30000 - 40000 € per year.
Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow we are creating it. From cutting‑edge defence technology to ground‑breaking innovations our mission is to empower and protect lives. Join us as an IT Support Services Agent at our Farnborough site, where you will have the opportunity to work with cutting‑edge technology in partnership with some of the most brilliant minds.
The Role
As an IT Support Services Agent, you will be responsible for providing first‑line technical support for the organisation’s internal users, across both legacy on‑premise and modern Azure/cloud‑based environments. Day‑to‑day, you’ll respond to incidents, service requests, and general IT queries with a focus on high‑quality, customer‑centric service delivery.
Your responsibilities will include:
- Providing first‑line support via phone, email, remote tools, and IT service management tools for IT‑related incidents and service requests
- Troubleshooting hardware, software, network, and account‑related issues in‑line with technologies implemented
- Escalating complex issues to Senior Support Service Agents or 2nd/3rd line teams as appropriate
- Managing the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate
- Providing clear, friendly, and professional communication to users of varying technical ability
- Documenting steps taken to resolve issues, contributing to the knowledge base where applicable
Essential experience of the IT Support Services Agent:
- Excellent communication and interpersonal skills with a customer‑focused empathetic approach
- The ability to work independently and as part of a team
- Previous experience working in an IT support or helpdesk role
- Working knowledge of Microsoft Windows and Office 365
- Working knowledge of Active Directory / Azure AD account administration
- The ability to follow documented procedures and contribute to knowledge articles
Essential qualifications for the IT Support Services Agent:
- ITIL Foundation v4 certification (or willingness to obtain) is desirable
This role is 37 hours per week based at Farnborough and is fully on‑site. You will also be required to partake in an on‑call rotation providing after‑hours support in line with business requirements. Please note that all applicants for this role must be eligible for SC clearance, as a minimum.
Our Benefits:
- Matched contribution pension scheme, with life assurance
- Generous holiday allowance, with the option to purchase additional days
- Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
- Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
- We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme
- Volunteering Opportunities - helping charities and local community
IT Support Services Agent employer: QinetiQ
At QinetiQ, we pride ourselves on being an exceptional employer, offering a dynamic work environment at our Farnborough site where innovation meets collaboration. As an IT Support Services Agent, you will benefit from a competitive salary, generous holiday allowance, and a matched contribution pension scheme, all while working alongside some of the brightest minds in the industry. Our commitment to employee growth is evident through opportunities for professional development, volunteering initiatives, and a supportive culture that values your contributions and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Services Agent
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and the role thoroughly. Think about how your skills align with what they’re looking for, especially in IT support. Practice common interview questions to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! During interviews, be ready to discuss specific examples of how you've tackled IT issues in the past. Highlight your customer-centric approach and how you’ve helped users with varying technical abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Support Services Agent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Services Agent role. Highlight your relevant experience, especially in providing first-line support and troubleshooting. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our mission at QinetiQ. Keep it friendly and professional, just like the service we provide.
Show Off Your Communication Skills:Since this role involves a lot of interaction with users, make sure to showcase your excellent communication skills in your application. We love candidates who can convey technical information clearly and empathetically!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you're keen on joining our team at QinetiQ. We can't wait to hear from you!
How to prepare for a job interview at QinetiQ
✨Know Your Tech
Make sure you brush up on your knowledge of Microsoft Windows, Office 365, and Active Directory/Azure AD. Being able to discuss these technologies confidently will show that you're ready to tackle the technical challenges of the role.
✨Customer-Centric Mindset
Since this role is all about providing top-notch support, think about examples from your past experiences where you delivered excellent customer service. Be prepared to share how you handled difficult situations with empathy and professionalism.
✨Practice Problem-Solving
Prepare for potential scenario-based questions where you might need to troubleshoot a common IT issue. Practising how you would approach these problems can help you articulate your thought process clearly during the interview.
✨Show Your Team Spirit
This position requires both independent work and teamwork. Think of instances where you've successfully collaborated with others or taken the initiative on your own. Highlighting your ability to work well in both settings will make you a strong candidate.
