How to Land an IT Support Job in Birmingham

Introduction

At Network, just like other tech companies, we get emailed CVs and asked for job opportunities, apprenticeships and placements all the time. For good reason as well! The tech sector is an industry worth £1.2 trillion and ranks as the largest industry in Europe. The industry employs between 2.1 million and 2.6 million people across the UK. Naturally, with the rise of technology among younger generations, it seems like a logical progression for some people to continue their passion and break into the industry. So whether you’re straight out of university, have left college, or are looking to switch industries altogether, we’ve put together a guide to help people in the West Midlands get into their first IT role and understand what it takes to land a more specific role further down the line.

We are an IT firm based in Coventry and provide IT Support to businesses throughout Birmingham and the wider Midlands. Since 2014, we have trained 15 apprentices, and that decision to invest in young people has helped the business scale over the last decade.

What Skills Do Birmingham Employers Look for in IT Support Staff?

Entry-level tech jobs will often feel similar to customer service roles within the retail and hospitality sectors. So, if you’ve been in a role before where you’ve handled customers and dealt with people, this will immediately put you in better stead compared to others. Being able to talk and communicate efficiently and effectively is a massively underrated skill. A lot of people seem to think that it’s all about having education around systems and security, but while having a good understanding of IT is important, it’s the interpersonal skills you’ll need to have straight away. A lot of employers in the industry would rather you have fantastic interpersonal skills and the right attitude than be someone who is a complete IT guru.

IT issues vary a lot, so the ability to learn independently and carry out research is a core skill of the role itself. A lot of IT support involves researching software you’ve never used before and being able to understand programs and features quickly and effectively.

Listening skills matter tremendously aswell! It will sound completely self explatorniary but the ability to listen to someone who most of the time is in distress and get the information out of them is vital.

Do I need qualifications?

The good news is that there isn’t one set route into the IT industry. While some employers may ask for a degree, many entry-level IT roles focus more on your attitude, problem-solving ability and willingness to learn than formal qualifications.

A degree in subjects such as Computer Science, Cyber Security or Information Technology can be beneficial, but it isn’t essential. Many successful IT professionals have entered the industry through college courses, apprenticeships, certifications or even self-study.

For those looking to strengthen their CV, entry-level certifications such as CompTIA IT Fundamentals (ITF+), CompTIA A+, Microsoft certifications and Google IT Support certificates can demonstrate a genuine interest in technology and a commitment to learning.

Ultimately, the qualifications required will depend on the employer and the role itself. However, for most entry-level IT support positions, a positive attitude, strong communication skills and a willingness to learn can be just as important as any certificate or degree.

How do you get experience without any qualifications?

One of the biggest misconceptions about getting into IT is that you need lots of qualifications before anyone will hire you. In reality, many employers are more interested in seeing enthusiasm, initiative and a willingness to learn than a long list of certificates.

A great place to start is by developing your skills at home. This could involve setting up a home lab, building or upgrading a PC, learning how to install operating systems, or experimenting with software and networking technologies. Not only does this help you learn, but it also gives you practical examples to discuss during interviews.

Supporting friends and family with their technology is another excellent way to gain hands-on experience. Whether you’re helping someone set up a new laptop, fixing printer issues, removing software problems or troubleshooting internet connectivity, you’re developing many of the same skills used by IT professionals every day.

There are also plenty of free learning resources available online. Platforms such as Microsoft Learn, Cisco Networking Academy’s Skills for All programme, and Google Digital Garage offer free courses covering a wide range of technology topics, from IT support and networking to cyber security and cloud computing.

What does an IT Support Job Involve?

Here are some of the day-to-day activities that are most commonly found within an IT Support role:

• Responding to IT support requests and resolving technical issues
• Setting up and configuring computers, laptops, and mobile devices
• Installing and troubleshooting software applications
• Supporting users with password resets and account access
• Diagnosing hardware, software, and network problems
• Monitoring and maintaining IT systems and equipment
• Explaining technical issues to non-technical users
• Escalating complex problems to senior engineers when required
• Documenting support tickets and solutions
• Providing excellent customer service and user support

Common IT Support Roles

A lot of junior-level IT roles are called different things. Here’s what you can expect from the various job titles, although many of these responsibilities will overlap and be blurred into one another.

• 1st Line IT Support Technician – The first point of contact for users experiencing technical issues. Typically handles password resets, software problems, account issues, and basic troubleshooting.
• 2nd Line IT Support Engineer – Deals with more complex issues that cannot be resolved by 1st line support, including server, network, and infrastructure-related problems.
• Service Desk Analyst – Manages and responds to support tickets, ensuring issues are logged, prioritised, and resolved within agreed service levels.
• Help Desk Technician – Provides remote support to users, helping resolve day-to-day technical issues and maintaining a high level of customer service.
• IT Support Technician – Offers general IT support across hardware, software, printers, networks, and business applications.
• Desktop Support Engineer – Focuses on the setup, maintenance, and troubleshooting of desktop computers, laptops, an
• Field Support Engineer – Travels to customer or business sites to install equipment, diagnose issues, and provide hands-on technical support.
• Network Support Technician – Assists with maintaining network infrastructure, including switches, routers, Wi-Fi systems, and connectivity issues.
• Junior Systems Administrator – Supports the management of servers, user accounts, backups, security policies, and core business systems.
• Technical Support Analyst – Investigates and resolves technical problems while analysing recurring issues to improve overall IT service delivery.

Technologies You Are Expected Learn

As a First-Line IT Support Technician, you’ll be exposed to a wide range of technologies. While employers don’t expect you to be an expert from day one, having a basic understanding of the technologies below can help you stand out when applying for your first role.

• Microsoft 365 – Outlook, Word, Excel, Teams and SharePoint are used by millions of businesses across the UK.
• Windows Operating Systems – Installing software, managing user accounts and troubleshooting common Windows issues.
• Active Directory – Creating user accounts, resetting passwords and managing permissions.
• Networking Fundamentals – Understanding IP addresses, Wi-Fi, routers, switches and basic network troubleshooting.
• Cyber Security – Password security, multi-factor authentication (MFA), phishing awareness and security best practices.
• Remote Support Tools – Software that allows technicians to remotely access and assist users with technical issues.
• Ticketing Systems – Platforms used to log, prioritise and manage support requests from users.
• Printers and Peripheral Devices – Setting up and troubleshooting printers, scanners, monitors and other workplace technology.
• Cloud Technologies – Basic understanding of services such as Microsoft Azure, OneDrive and SharePoint Online.
• Mobile Device Management – Supporting smartphones, tablets and company-owned mobile devices.

CV and Interview Advice

A strong CV and good interview preparation can significantly improve your chances of landing your first IT role. Employers are often looking for enthusiasm, communication skills, and a willingness to learn just as much as technical knowledge.

• Tailor your CV – Match your skills, qualifications, and experience to the requirements of the role you’re applying for.
• Highlight transferable skills – Customer service, communication, teamwork, problem-solving, and organisation are all highly valued in IT support roles.
• Include relevant certifications – Qualifications such as CompTIA A+, Microsoft Fundamentals, or Google IT Support can help demonstrate your commitment to the industry.
• Show personal projects – Mention home labs, PC building, coding projects, or any hands-on IT experience that demonstrates your interest in technology.
• Research the company – Before an interview, learn about the organisation, its services, and the type of support you may be providing.
• Prepare for common questions – Be ready to explain why you want to work in IT, how you approach problem-solving, and examples of times you’ve helped others.
• Demonstrate a willingness to learn – Employers understand that entry-level candidates won’t know everything, but they expect curiosity and a proactive attitude.
• Be professional and confident – Arrive on time, dress appropriately, maintain good eye contact, and communicate clearly throughout the interview process.

Where to Find IT Jobs

Depending on what you are after will determine how you look for certain jobs.

For younger people between the ages of 16 and 30 with little to no experience, apprenticeships are often an easier way to land your first role within the tech industry. To find an apprenticeship in your area, you can use the Government’s Find an Apprenticeship website.

Network has worked with a provider called Baltic Apprenticeships, which specialises in technology-focused apprenticeship programmes. Whether you’re interested in IT Support, Cyber Security, Software Development, Data Analytics or AI, apprenticeships can provide a structured route into the industry whilst allowing you to earn a wage and gain real-world experience. Unlike traditional education pathways, apprenticeships combine hands-on learning with industry-recognised qualifications, helping you develop both the technical and professional skills employers are looking for. For many people, an apprenticeship can be one of the fastest and most effective ways to start a career in technology.

If you have a few qualifications, you can apply for a few junior level postions:

• https://www.itjobboard.co.uk/
• https://uk.indeed.com/
• https://www.cwjobs.co.uk/
• https://www.jobsite.co.uk/

Salary Expectation

Salaries will vary depending on the employer, location and your level of experience, but most entry-level IT professionals can expect to earn between £22,000 and £30,000 per year in the Birmingham and West Midlands area.

If you’re starting your career through an apprenticeship, salaries are typically lower while you’re training. Most IT apprentices can expect to earn between £17,000 and £24,000 per year, although some employers offer higher salaries depending on the role and responsibilities.

As you gain experience, certifications and technical skills, salaries can increase quickly. Many IT professionals move beyond first-line support within a few years, progressing into specialist areas such as Networking, Cyber Security, Cloud Computing and Infrastructure, where salaries are often significantly higher.

• IT Apprentice: £18,000 – £24,000
• 1st Line IT Support / Service Desk Analyst: £22,000 – £28,000
• 2nd Line IT Support: £28,000 – £35,000
• Infrastructure, Cyber Security or Cloud Roles: £35,000+

MSP vs Internal IT

Companies like ourselves use the term MSP (Managed Service Provider), which is another name for an outsourced IT company. There are several key differences between working for an MSP and working as part of an internal IT team.

MSP (Managed Service Provider)	Internal IT Team
Supports multiple businesses and clients.	Supports a single organisation.
Exposure to a wide range of technologies and systems.	Greater focus on a specific IT environment.
Fast-paced environment with varied daily tasks.	More consistent workload and responsibilities.
Regular communication with external clients.	Mainly supports internal employees and departments.
Excellent for building broad technical experience quickly.	Opportunity to develop deeper knowledge of one business.
Often provides exposure to cyber security, cloud, networking, and support disciplines.	May allow for greater specialisation in specific systems or technologies.

Career Progression

One of the biggest advantages of starting in a junior IT role is the number of career paths it can open up in the future. Most specialist and management positions are built on a strong foundation of IT experience, which is why many employers look for candidates with at least 2-3 years of 1st Line Support experience before progressing into more senior roles.

Role	Typical Salary (West Midlands)
IT Apprentice	£18,000 – £24,000
1st Line IT Support Technician	£22,000 – £28,000
Service Desk Analyst	£22,000 – £28,000
2nd Line IT Support Technician	£28,000 – £35,000
Infrastructure Engineer	£35,000 – £50,000
Cyber Security Analyst	£35,000 – £55,000
Cloud Engineer	£40,000 – £65,000
IT Manager	£45,000 – £75,000
IT Director	£70,000 – £120,000+

During your time in IT support, you’ll naturally discover your strengths and weaknesses. Some people enjoy solving complex technical problems, while others prefer working directly with users, managing projects or specialising in security. As you gain experience, you’ll find opportunities to niche down into areas such as Cyber Security, Networking, Cloud Infrastructure, Microsoft 365, Data, Software Development or IT Management. Many successful IT professionals begin in first-line support before specialising in the area of technology they enjoy most.

It can also be helpful to have a rough idea of where you’d like your career to go in the long term. Whether you aspire to become a Technical Specialist, IT Manager, IT Director or even start your own technology business one day, having a goal can help guide the certifications, skills and experience you focus on throughout your early career. Don’t worry if that goal changes over time, as many IT professionals discover new interests as they gain experience in the industry.

Useful Links & Tools

If you’re looking to build your IT skills before applying for jobs, there are plenty of free and low-cost resources available online. Whether you’re interested in IT support, networking, Microsoft technologies, or cyber security, these platforms can help you develop practical knowledge and gain recognised certifications.

Microsoft Learn: Free training covering Microsoft 365, Azure, Windows, security, and more. Ideal for beginners and those looking to gain Microsoft certifications.

Cisco Skills for All: Free courses in networking, cyber security, Python, and data analytics, created by Cisco Networking Academy.

CompTIA: Industry-recognised certifications such as Tech+, A+, Network+, and Security+, which are highly valued by IT employers.

Google IT Support Professional Certificate: A beginner-friendly course that covers troubleshooting, networking, operating systems, and customer support fundamentals.

TryHackMe: Hands-on cyber security training platform with learning paths for complete beginners through to advanced users.

LinkedIn Learning: Offers thousands of courses covering IT support, networking, Microsoft technologies, cyber security, and professional skills.

YouTube: Channels such as Professor Messer, NetworkChuck, KevTech IT Support, and John Hammond provide free technical training and career advice.

Frequently Asked Questions