Hybrid Junior IT Support Technician — Full Training

AWD online; West of England; Hybrid; GBP 17,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Company pension

Health cash plan

Income protection

Training & development

Job summary

AWD online is seeking a Junior IT Support Technician / Service Desk Analyst in a hybrid Bristol role. This entry-level position offers full training, a pathway into IT support, and exposure to incident, request and access management in a managed services setting.

You will work in a collaborative team, handling incidents from first contact through resolution while developing knowledge articles and improving processes. Training, development and a competitive benefits package are provided.

Qualifications

• Entry-level IT support exposure or completion of a relevant internship programme
• Strong computer literacy, including Word, Excel and Teams
• Clear written and verbal communication, with ability to explain incidents to diverse audiences
• Solid problem-solving, critical thinking and decision-making capabilities
• Ability to work under pressure in a busy environment and adapt to changing circumstances
• Active listening and client-focused approach to support interactions
• Ability to communicate across cultures and social groups
• Willingness to share knowledge and contribute to a knowledge base
• Basic understanding of IP and open-source licensing in software
• Good information security and data privacy awareness
• Right to work in the UK; visa sponsorship not available

Responsibilities

• Log, manage and progress incidents and approved service requests in line with procedures
• Provide telephone or chat support and communicate complex incidents clearly
• Monitor client infrastructure, identify recurring issues and escalate as needed
• Follow handover procedures to maintain service continuity
• Update knowledge articles and documentation for future use
• Identify opportunities to improve processes and automate requests
• Adhere to information security and data privacy policies
• Support ESG and sustainability initiatives through the role

Skills

Communication skills

Microsoft Office

IT helpdesk basics

Problem-solving

Attention to detail

Active listening

Cross-cultural communication

IP/open-source licensing

Information security awareness

Right to work in UK

Customer service mindset

Job description

AWD online is seeking a Junior IT Support Technician / Service Desk Analyst in a hybrid Bristol role. This entry-level position offers full training, a pathway into IT support, and exposure to incident, request and access management in a managed services setting.

You will work in a collaborative team, handling incidents from first contact through resolution while developing knowledge articles and improving processes. Training, development and a competitive benefits package are provided.