IT support technician

Job Description:

IT support technicians fix software and hardware problems for computer users.

Job Category:

IT Industry

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What you will do:

You may work in-house with an organisation’s staff, students or customers. You may also work in a call centre advising the public by phone, email or online chat.

In some roles, you’ll be responsible for telephony and audio-visual equipment as well as IT systems.

Your day-to-day tasks may include:

communicating with computer users to find and fix problems
servicing and fixing equipment, including printers, projectors and networks
setting up new equipment and upgrading existing systems
training people on new systems, face-to-face and online
costing and installing new IT systems to meet security regulations
upgrading existing software and networks
documenting systems so others can provide ongoing support
carrying out on-site maintenance to prevent future problems
putting back-up systems in place

Skills:

You’ll need:

knowledge of computer operating systems, hardware and software
knowledge of engineering science and technology
to be able to use a computer and the main software packages confidently

As well as:

the ability to work well with others (teamwork)
analytical thinking skills
to be thorough and pay attention to detail
customer service skills
excellent verbal communication skills
to be flexible and open to change (adaptable)

Illustration of employee looking at workspace

Entry Requirements:

To become an IT Support Technician, you don’t typically need specific subjects, but certain subjects and skills can provide a strong foundation for pursuing a career in this field. Here’s a list of helpful subjects and skills:

Mathematics: Strong mathematical skills are beneficial for troubleshooting and problem-solving in IT, particularly for tasks related to network configurations and system diagnostics.
Computer Science: Computer science courses can introduce you to fundamental concepts related to IT systems, hardware, software, and networking.
Information Technology (IT): A basic understanding of IT concepts, computer hardware, software, and operating systems is essential for IT Support Technicians.
Science: Depending on the specific area of IT support you’re interested in, knowledge of science subjects like physics and electronics can be useful, particularly for understanding hardware components and electronics troubleshooting.
English: Good communication skills, both written and verbal, are important for IT Support Technicians who need to document technical procedures, communicate with clients, and provide support.

Post School

There are no set requirements, but you’ll need a good level of general education. You’ll also need a working knowledge of computer software and hardware.

A college course in computing or IT support, and experience in customer service, will help.

You could get into this job through an apprenticeship.

If you work with young people or vulnerable adults, you’ll need relevant safety clearance.

Working Hours and Environment:

You’ll usually work 35 to 40 hours a week. You may have to work shifts, including evenings and weekends.

You’ll work in an office and spend a lot of your time at a computer.

You may have to travel to different sites to help users. A driving licence may be required.

Career Path & Progression:

With experience, you could move into a supervisory or management role.

With training, you could move into network engineering, database administration, business or systems analysis, IT security, IT project management, training or technical sales.

IT support technician