IT technical support representatives keep an eye on and maintain an organization’s computer networks and systems while offering users technical assistance.
As an IT technical support officer, you will diagnose hardware and software issues, install and configure computer systems, and resolve technical and application issues over the phone or in person.
Depending on the size of the company officer you work for, you will cover one or more areas of competence. A technical IT support team is typically split into first-line and second-line support, with the latter group addressing more specialized issues that the former team is unable to handle.
Applying technical knowledge about computer hardware or software is just as important as comprehending how information systems are used.
Other job titles officer include technician, maintenance engineer, help desk operator, and applications support expert.
IT officer technical support types
networks of computers Desktop support, direct user help, contract hardware maintenance, installing, configuring, and maintaining computers in large organizations, and working for a company that has contracts to maintain and repair computer hardware and vertical software applications Working for a software application provider for a particular industry, such retail, tourism, or medicines; managing hosting providers – providing technical support and making sure clients’ websites and apps remain operational.
Duties
Depending on the kind of technical assistance you are offering, specific jobs may differ, but generally speaking, you will need to:
maintain computer systems’ functionality and make sure users are getting the most out of them.
Install officer and set up operating systems and applications on computer hardware.
keep an eye on and maintain networks and officer computer systems.
Help employees or clients set up systems or fix problems by offering support in person, over the phone, or using remote desktop software.
troubleshoot network and officer system issues, identifying and fixing hardware or software issues
To fix a problem or officer configure a system, change parts as needed and adhere to published instructions and schematics.
facilitate the roll-out of new applications
create profiles and officer accounts for new users and resolve password problems.
reply within the predetermined.
labor on a task nonstop until it is finished (or, if necessary, refer it to third parties).
Set priorities, handle a large number of open cases at once, and quickly build strong working relationships with officer clients and other experts, such software engineers.
Test and assess officer new technologies and make sure computer equipment is electrically safe.
Starting pay for IT support positions ranges from £18,000 to £25,000.
It is feasible to advance to wages of between £26,000 and £35,000 after obtaining experience.
Managers of technical assistance might make over £40,000.
The degree of the position, prior experience, and firm size all have a significant impact on IT support salaries.
The income statistics are simply meant to serve as a reference.
Hours of work
Although you will normally work 35 to 40 hours a week, the nature of the work may need you to work shifts or be available at all times. It can be essential to put in more hours to complete a task during these periods.
Although part-time work is feasible, career pauses are uncommon due to the requirement to stay current with constantly evolving operating systems and software.
What to anticipate
In order to minimize production or customer-contact time loss or to allow staff members to resume using their computers, there is frequently pressure to work as quickly as possible to resolve issues and produce results right away in every circumstance.
Usually, a lot of client interaction is necessary.
Although men now dominate this field, efforts are underway to level things out. Visit Women in Technology for information and employment openings for women interested in technology.
It is necessary to stay up to date with advances because the IT business is always changing.
Qualifications
All graduates and those with an HND or foundation degree are eligible for this field of work, although the following courses could increase your chances:
Information technology for businesses
Engineering for business systems
Hardware and computer networking
Information technology, computer science, and computer software development
software engineering and internet engineering.
Some employers do prefer a degree or IT-related qualification, but if you can demonstrate sufficient abilities and experience, qualifications are not usually necessary for this position.
A thorough understanding of the tools and applications they use—most commonly Microsoft, Linux, and Cisco technologies—is something that employers frequently seek out.
For admission, a postgraduate degree is not required. Nonetheless, you can have an advantage if you are certified by Microsoft. Courses for Linux, Unix, and Cisco are also recognized. These are currently the most commonly recognised technical certificates in the business and are offered at further education colleges and commercial training centres. Find out more about courses in IT.
Ability
You must provide proof of the following:
logical thinking, a strong recall of software and operating system functionality, outstanding listening and questioning abilities, and the capacity to confidently engage with clients to identify the issue and outline a solution
the capacity for teamwork and problem-solving abilities
a keen eye for detail, the capacity to prioritize your task, and a strong client focus.
Experience in the workplace
Gaining as much real-world work experience as you can while pursuing your degree through internships, summer positions, or part-time jobs is beneficial. Consult your university’s career services for local placements, or submit speculative applications to nearby companies. Try the International Association for the Exchange of Students for Technical Experience for work placements abroad.