IT Support Technician
What is the work like?
IT support technicians, sometimes known as IS support staff, help to find and correct software and hardware problems for computer users. They may work as part of a team within their own organisation or support outside commercial clients.
As an IT support technician, you would work on site or remotely by phone, email or by using web-based applications. Your typical day-to-day duties would include:
- talking to the client to find out the exact nature of a fault
- working out the reasons for the fault and explaining these to the user
- fixing computer equipment, which could also include printers and scanners (peripherals)
- installing and setting up new equipment and upgrading existing systems
- testing and servicing equipment
- recording problems and their solutions for future reference
- training clients on new systems or software applications.
You job may involve working on a technical support telephone helpline or online services for PC manufacturers and retailers, dealing with enquiries from home users. See the profile for Helpdesk Professional for more details about this type of IT support work.
What qualifications and experience will employers look for?
You may be able to start as a trainee IT support technician through an engineering, electronics or information technology Apprenticeship. The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. For more information on Apprenticeships, visit www.apprenticeships.org.uk.
You could also start as a trainee technician if you have a good working knowledge of computer systems, but you could improve your prospects by studying for IT qualifications, such as:
- NCFE Certificate for IT Practitioners (General) Level 2
- BTEC National Certificate/Diploma for IT Practitioners (ICT Systems Support) Level 3
- City & Guilds (E-Quals) IT Practitioners Diploma/Advanced Diploma (7266) Level 3
- OCR (iPRO) Certificate for IT Practitioners (ICT Systems Support) Level 3.
These courses contain optional units taken from CompTIA, Cisco and Microsoft certifications. See the Training section for more details about certifications.
Higher level courses like a foundation degree, BTEC HNC/HND or degree could also be used to get into this kind of work. Relevant subjects include computer studies / computer science, networking and business information technology. To search for colleges and universities offering these courses see the Universities and Colleges Admissions Service (UCAS).
For information about IT careers and qualifications, see the e-skills UK website.
What further training and development can I do?
It is important to continue to develop your skills and knowledge throughout your career and to keep up to date with advances in technology. You could this do this by taking further training, such as:
- City & Guilds Higher Professional Diploma for IT Practitioners (Systems Support) Level 4
- OCR (iPRO) Certificate for IT Practitioners (ICT Systems Support) Level 3
- OCR (iPRO) Higher Level award IT Professionals (Systems Support) Level 4
You could also develop your career by taking IT industry-recognised certifications, for example:
- CompTIA A+ Certificate
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified Desktop Support Technician (MCDST)
- Microsoft Certified Systems Engineer (MCSE).
Although not essential, professional bodies recommend that you have a level 3 qualification or experience in the IT industry before starting some of these programmes.
The British Computer Society (BCS) also offers a range of professional qualifications for staff working in the IT sector. You can find more details about these on the BCS website.
The Skills Framework for the Information Age (SFIA) has been developed by e-skills, industry bodies and employers to help you identify your current skills and plan future career development pathways.
Where can I go for more information?
Swindon
Wiltshire
SN1 1HJ
London
SW1E 6DR
If you would like to discuss your career options with a learning adviser at learndirect Careers Advice, call 0800 100 900 or use our online enquiry form
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What salary and other benefits can I expect?
- IT support technicians' salaries start between £17,000 and £20,000.
- Experienced staff can earn between £21,000 and £26,000.
- Senior staff with management responsibility may earn up to £30,000 a year.
Figures are intended as a guideline only.
What are the hours and working conditions?
You would work 37 to 40 hours a week, although on-call duties and shifts including weekends can be common.
You would be mainly office based, with some of your time spent visiting other departments. You may need to travel if you are dealing with external clients, or if your department supports multiple sites.
What skills and knowledge will I need?
- a thorough knowledge of operating systems, networking, hardware and office software
- excellent problem solving skills
- the ability to explain problems and solutions clearly to non-technical staff
- the ability to work under pressure and to deadlines
- a patient and methodical approach to work
- the ability to work alone or as part of a team
- the ability to prioritise tasks
- a commitment to keep up to date with IT developments
- an awareness of electrical health and safety regulations.
What opportunities are there?
You would find job vacancies for IT support technicians in almost all industries. Typical employers include financial organisations, the health service and IT companies. However, all medium-sized and large companies using any kind of IT system will have a need for technical support.
The highest concentration of jobs is in London, the south-east, eastern England and the north-west.
With experience, you could move into a supervisory role or a related area, such as network engineering, IT security or training.
You may find the following links useful for job vacancies and general reading: (links open in a new window)
ITJobsWatch
ComputerWeekly
Computing Careers
We do not accept responsibility for the content of external sites.
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