IT user support technicians are responsible for providing technical support, advice and guidance for internal/external users of IT systems and applications, either directly or by telephone, e-mail or other network interaction.
Current Entry Requirements
Entry is possible with a variety of academic qualifications and/or relevant experience. Entrants typically possess GCSEs/S grades and A levels/H grades together with appropriate NVQ/SVQ (Levels 2, 3 or 4) or an equivalent vocational qualification. Some employers may demand a relevant degree. Training is provided off- and on-the-job supplemented by specialised courses. Postgraduate and professional qualifications and apprenticeships in some areas are available.
Typical education level:Level 1-3
- Provides technical support to IT users.
- Advises users on how to resolve hardware and software problems.
- Installs and upgrades hardware, cables, operating systems and/or appropriate software.
- Facilitates user access to systems.
- Refers more complex or intractable problems to appropriate IT professionals.
- Researches possible solutions in user guides, technical manuals and other documents.
- Maintains a log of work in progress, calls received, actions taken and problems detected.
- Reports on commonly occurring queries to detect underlying problems.