Support Services Agent
// Role Summary
Join QinetiQ as an IT Support Services Agent in Farnborough, providing crucial first-line technical support for internal users across on-premise and cloud environments. This role offers the chance to work with cutting-edge technology and brilliant minds.
// Key Responsibilities
- Provide first-line IT support via phone, email, and remote tools.
- Troubleshoot hardware, software, network, and account-related issues.
- Manage corporate iPhone and iPad estate lifecycle.
- Offer clear, friendly, and professional user communication.
- Must be eligible for SC clearance.
- On-call rotation required for after-hours support.
// Role Specification
About the Role
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.
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:
- Excellent communication and interpersonal skills with a customer-focused empathetic approach.
- Previous exposure to Microsoft 365, Windows, or general IT troubleshooting (either professionally or through study).
- The ability to work independently and as part of a team.
- 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:
- 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.
Farnborough Site
At our Farnborough site, exciting work takes place at our state-of-the-art facility. With high-energy laser technologies, our 5m pressurised wind tunnel which has a simulation capability that is unique in the UK, and our large research and development projects, it is a real hub of creativity, research, and innovation. Join our talented teams of Engineers, IT & Cyber Specialists, Project Managers, Group Functions Teams, and many more to provide future defences in the UK.
Please note that all applicants for this role must be eligible for SC clearance, as a minimum.