technical support

Job Description

technical support officers may be known by other job titles including:?applications support specialists;?help desk operators;?maintenance engineers;?technicians.They may also work within first or second-line support. The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.ResponsibilitiesIT technical support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but may include:?installing and configuring computer hardware operating systems and applications;?monitoring and maintaining computer systems and networks;?talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;?troubleshooting system and network problems and diagnosing and solving hardware or software faults;?replacing parts as required;?providing support, including procedural documentation and relevant reports;?following diagrams and written instructions to repair a fault or set up a system;?supporting the roll-out of new applications;?setting up new users accounts and profiles and dealing with password issues;?responding within agreed time limits to call-outs;?working continuously on a task until completion (or referral to third parties, if appropriate);?prioritising and managing many open cases at one time;?rapidly establishing a good working relationship with customers and other professionals, such as software developers;?testing and evaluating new technology;?conducting electrical safety checks on computer equipment.Working hoursDue to the nature of the work, you may be expected to work shifts or be on call. It may be necessary to work extra hours to finish a job.Opportunities for part-time work are not common, given the working hours in many large organisations, but it may be possible in some smaller establishments.What to expect?Career breaks are rare because of the need to keep up to date with the ever-changing specific software and operating systems.?There are opportunities for self-employment in handling repairs and upgrades for home consumers or small businesses, although this market is shrinking.?This profession is currently male-dominated, but steps are being taken to redress the balance. For information and jobs for women who want to work in technology, go to Women in Technology.?There is often considerable pressure to work as fast as possible to deal with problems and achieve immediate results in all situations, either to ensure the minimum loss of manufacturing or customer-contact time, or to enable members of staff to use their computer again.?Considerable client contact is usually required.?If you have responsibility for hardware or networks, you may have to lift and carry equipment and stretch to access items in awkward places. The dress code tends to be casual, reflecting the physical nature of the work, but you are typically expected to maintain a reasonable standard of smartness.?Travel within a working day is sometimes needed and may be required at short notice.?Overnight absence from home may be necessary and overseas travel is only occasionally required.QualificationsAlthough this area of work is open to all graduates and those with an HND or foundation degree, the following subjects may improve your chances:?business information technology;?business systems engineering;?computer networking and hardware;?computer science;?computer software development;?information technology;?internet engineering;?software engineering.The above qualifications are not always required for this work, although some employers do prefer a degree or IT-related qualification. Employers also look for in-depth knowledge of the programs and applications they use, typically Microsoft, Linux and Cisco technologies.A postgraduate qualification is not necessary for entry to this career. However, Microsoft certification may give you an advantage. There are similarly recognised courses for Linux, Unix and Cisco. These are currently the most widely recognised technical certifications in the industry and are available at further education colleges and commercial training centres.

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