Junior Technical Support Engineer

As a Junior Technical Support Engineer at SquareClouds, you will join our IT support team and play a key role in delivering high-quality technical support to our clients. This is an entry level to early career position, ideal for someone looking to build a solid foundation in IT.

You will assist with day-to-day technical issues, learn troubleshooting best practices, and support IT projects such as deployments, system upgrades, and process improvements. You’ll work closely with senior engineers, gaining hands-on experience and developing your technical skill set in a supportive environment.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first line IT support via phone, email, and ticketing system
• Assist in diagnosing and resolving hardware, software, and basic network issues
• Escalate more complex issues to senior engineers while maintaining clear updates
• Follow documented procedures and support workflows

Client Service & Communication

• Communicate with clients to understand issues and provide friendly, professional support
• Maintain a high level of customer service and user satisfaction
• Log, document, and update tickets, solutions, and FAQs within the knowledge base

System Monitoring & Maintenance

• Assist in monitoring IT systems and networks to identify potential issues
• Perform routine maintenance tasks, including software updates and system checks
• Support security best practices and adhere to company IT policies

Service Delivery & Process Improvement

• Work collaboratively with the IT team to improve service quality and efficiency
• Assist with reporting and tracking basic service metrics and KPIs
• Learn and follow ITIL-aligned processes for incident and change management

Training & Development

• Take part in ongoing training, mentoring, and certification opportunities
• Stay up to date with emerging technologies and IT industry trends
• Show initiative and a willingness to learn new systems and tools

Required Skills & Qualifications

• Technical Knowledge: Basic understanding of Windows operating systems, Microsoft 365, and fundamental networking concepts (macOS knowledge is a bonus)
• Problem-Solving: A logical, methodical approach to troubleshooting issues
• Communication: Clear verbal and written communication skills
• Teamwork: Ability to work well within a collaborative, fast-paced environment
• Certifications: CompTIA A+, Microsoft 365 Certified, or willingness to work towards these (or equivalent)
• Experience: 0–2 years of IT support experience, or relevant education / placement / apprenticeship
• Driving Licence: Full driving licence required

If you don't meet every requirement but have a strong desire to learn, a positive attitude, and genuine motivation to build a career in IT, we still encourage you to apply.

What You'll Work With

You'll get hands on experience with enterprise tools from day one, including Microsoft Intune, Azure/Entra ID, and Microsoft 365 administration. No prior experience with these is needed, we'll train you.

• Clear progression path to Technical Support Engineer (£30k – £38k)
• Funded professional certifications (CompTIA, Microsoft, etc.)
• Performance-based bonuses
• 25 days holiday & 1 volunteer day
• Paid sick leave
• Pension contribution
• Structured mentoring from senior engineers
• Friendly, supportive, and positive working environment