IT Support Assistant

The IT Support Assistant provides front line technical support to users across the organisation. The role focuses on resolving common IT issues, performing routine support tasks, and escalating more complex problems to senior staff. This position is suited to someone early in their IT career with some prior hands on experience who is looking to develop within a structured IT team.

This IT Support Assistant role will be provided structured development with the IT support team, training and mentoring from the senior IT staff, and allow exposure to security, infrastructure, and the wider IT operations.

Duties will include but are not limited to:

First Line User Support:

Provide first line IT support via service desk, email, phone, and in person

Resolve common issues including:

o Password resets and account access

o Microsoft 365 user issues (Outlook, Teams, OneDrive, Sharepoint)

o Basic hardware and software troubleshooting

Log, update, and close support tickets accurately in line with procedures

Account & Device Support:

Assist with user joiners, movers, and leavers

Build, configure, and issue laptops and Mobile Devices

Install approved software and apply standard updates

Maintain basic IT asset records

Escalation & Team Working:

Escalate incidents that cannot be resolved at Level 1

Work closely with senior IT support staff

Follow agreed escalation paths and IT processes

Documentation & Administration:

Follow IT policies, procedures, and security standards

Complete clear and accurate ticket notes

Assist in maintaining user guides and internal documentation

Security Awareness:

Always adhere to security best practices

Recognise and report potential security concerns (e.g. phishing)

Support basic security tasks under supervision

Do you have experience in SharePoint?, Well organised and reliable

Approachable and patient with non-technical users

Able to prioritise tasks in a busy environment

Team-focused with a positive attitude

Professional and security-aware

Qualifications and Experience

Essential

Some prior experience in an IT support, service desk, or technical support role

(commercial, education, placement, or apprenticeship)

Basic knowledge of:

Windows 11

Microsoft 365 applications

Good customer service and communication skills

Ability to follow procedures and work to defined processes

Willingness to learn and develop technical skills

Desirable

Experience with a ticketing system

Basic exposure to Active Directory or Entra ID user administration

Entry-level IT qualification (or working towards one), such as:

Microsoft Fundamentals

IT apprenticeship framework

Aarsleff Ground Engineering Ltd is a leading UK specialist in piling, ground engineering, and geotechnical solutions, delivering complex foundation and ground engineering projects across the infrastructure, energy, commercial, rail, marine, and residential sectors. Headquartered in Newark, Nottinghamshire, Aarsleff operates nationwide, working in close partnership with clients from early design through to delivery and handover.