Support Services Agent

QinetiQ

IT Support Services Agent providing first-line technical support in a cutting-edge defence technology environment. Responsible for resolving IT incidents and service requests at QinetiQ's Farnborough site.

Posted 7/1/2026full-timeFarnborough • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureITSM

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
ITIL Foundation v4 certification (or willingness to obtain) is desirable
Essential experience of the IT Support Services Agent

Benefits

Comp & perks

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
Volunteering Opportunities - helping charities and local community

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Troubleshooting Hardware IssuesTroubleshooting Software IssuesTroubleshooting Network IssuesIT Service Management ToolsLifecycle Management of iPhone and iPad

Soft Skills

Excellent Communication SkillsInterpersonal SkillsCustomer-Focused ApproachEmpathetic ApproachTeam Collaboration

Certifications

ITIL Foundation v4 Certification