IT technical support officer

IT technical support officers use their knowledge of computing to monitor and maintain systems and networks of organisations and provide technical support to its users

As an IT technical support officer, you'll install and configure computer systems, diagnose hardware and software faults, and solve technical and application problems. This work is done over the phone, via online systems, such as email and webchat, or in person.

You'll cover one or more areas of expertise, depending on the size of the organisation you'll work for. It's common practice for a technical IT support team to be divided into first and second-line support, with the second-line staff handling more specialised queries as and when the first-line team are unable to resolve an issue.

The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware and software.

Alternative job titles include applications support specialist, help desk operator, maintenance engineer, and IT technician.

Types of IT technical support

• computer networks - installing, configuring, and maintaining computers in large organisations, especially in relation to them being connected across a network so they can communicate with each other
• desktop support - providing direct user assistance for when technical problems arise
• contract hardware maintenance - working for a business with contracts to maintain and repair computer hardware
• vertical software applications - working alongside or within a specific business sector, such as retail, travel or pharmaceuticals, with the goal of streamlining IT operations to meet industry-specific needs
• horizontal software applications - broader IT solutions than vertical software, such as word processors and web browsers that serve a wide range of sectors
• managed hosting providers - ensuring clients' websites and applications stay up and running, as well as offering technical support.

Responsibilities

As an IT support technician, you'll typically need to:

• keep computer systems running smoothly and ensure users get the maximum benefit from them
• install and configure computer hardware, as well as software, such as operating systems (e.g. Windows) and other applications
• monitor and maintain computer systems and networks
• provide support in a face-to-face capacity, over the phone, or via remote desktop software, helping staff or clients set up systems or resolve issues
• troubleshoot system and network problems, diagnosing and solving faults
• replace parts as required, such as cables or motherboards
• follow diagrams and written instructions to repair a fault or set up a system
• support the roll-out of new applications, which may include training the relevant people on how to use them
• set up new user accounts and profiles, and deal with any password issues
• respond within agreed time limits to call-outs
• work continuously on a task until completion, or refer to third parties, if appropriate
• prioritise and manage many open cases at one time
• rapidly establish a good working relationship with customers and professionals, such as software developers
• test and evaluate new technology
• conduct electrical safety checks on computer equipment.

Salary

• Salaries in IT support start at £24,000.
• After gaining experience, it's possible to progress to earnings of £26,000 to £36,000.
• Technical support managers can earn over £52,000.

Salaries for IT support work vary greatly depending on the level of the job, previous experience and size of the employer.

Income figures are intended as a guide only.

Working hours

You'll typically work 35 to 40 hours per week, Monday to Friday. However, due to the nature of the work, you may be expected to be on call. At these times, it's necessary to be available for extra hours to finish a job.

Working part-time is possible, but career breaks are rare because of the need to keep up to date with ever-changing software and operating systems.

What to expect

• There is often a pressure to work as fast as possible to deal with problems and achieve immediate results, either to ensure minimum loss of manufacturing or customer-contact time or to allow members of staff to use their computer again.
• If you have responsibility for hardware or networks, you may have to lift and carry equipment, including having to reach items in awkward places.
• Travel within a working day is sometimes needed, and may be required at short notice, with occasional overnight absences from home.
• This is currently a male-dominated profession - with just 28% of the global tech workforce being women - but steps are being taken to redress the balance. For information and jobs for women who want to work in technology, visit Women in Technology.
• The IT industry is constantly changing so there is a need to keep up with developments.

Qualifications

Although 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.

While qualifications are not always required if you have skills and experience, some employers do prefer a degree or education in an IT-related subject.

Employers often 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, though 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. Learn more about IT courses.

Skills

You'll need to show evidence of the following:

• first-rate computing and general IT skills that go beyond the basics
• the ability to think logically
• deep knowledge on how software, hardware, and operating systems work
• excellent communication skills, combined with the ability to interact confidently with clients to establish problems and solutions
• the ability to work well in a team
• problem-solving skills
• a strong customer focus
• the ability to prioritise your workload
• attention to detail.

Work experience

It's helpful to gain as much practical work experience as possible during your degree, through summer placements, internships or part-time employment. For local placements, check with your university careers service or apply speculatively to local businesses. For overseas work placements, try the International Association for the Exchange of Students for Technical Experience (IAESTE).

Part-time or temporary work in a relevant area will also be useful, as will experience in customer service roles, as this demonstrates that you have the desired communication and people skills.

Find out more about the different kinds of work experience and internships that are available.

Employers

IT technical support officers work for a variety of organisations, in both the public and private sector This includes:

• software and equipment suppliers, including application service providers (ASP)
• IT maintenance companies
• call centres
• retail chains
• financial institutions
• education, including schools, colleges, and universities
• local government
• health trusts, such as the NHS.

Many organisations that depend on computer systems will have opportunities, although some will outsource their IT support.

Look for job vacancies at:

• CWJobs
• IET Engineering & Technology Jobs
• Technojobs
• IT Job Board
• Welcome to the Jungle

You can also keep up to date with industry trends and developments by reading articles on the technology news website Computer Weekly.

Specialist IT recruitment agencies, such as Hays Technology and Crimson, handle vacancies, and companies with relevant vacancies also attend careers fairs.

Professional development

You'll undertake a combination of on-the-job learning and short training courses. Accredited certification courses are mainly offered by specialist training companies who are approved by IT vendors such as:

• Microsoft (for Windows)
• Cisco (for networking)
• Oracle (for databases)
• IBM.

These courses enable you to target specific technologies and develop in-depth knowledge and expertise in those areas.

Technologies change rapidly, so it's essential you stay current with any developments in hardware and software, or more specific systems. Continuing professional development (CPD) is therefore very important. A range of professional qualifications and supported CPD activities are offered by:

• BCS (The Chartered Institute for IT)
• Institution of Engineering and Technology (IET)

You can also carry out self-directed learning, which may include reading manuals and guides, studying online help pages, and working things out from logical principles.

An example of a current and rapidly developing area of technological growth is AI (artificial intelligence), which is increasingly important to the tech industry. It's anticipated that AI will augment the support currently given by IT technical support officers, but the extent and nature of how this will develop is not yet fully understood. It's therefore vital to stay informed on developments in AI in order to work with, rather than become superseded by, it.

Career prospects

Large companies with an extensive tech infrastructure may have separate teams dealing with different areas of their business. With experience, a move to a more specialist area dealing with different yet still complex technical environments is possible.

Another option is to take on the role of team or section leader. This involves supervising the work of a support staff, planning regular maintenance schedules, and, eventually, managing the complete operational support throughout the business.

Self-employment is also an option, providing contract services to large organisations. However, it's not an easy route, as it would require you to keep skills up to date in so many different areas of IT.

Alternatively, you may wish to progress on to other roles within IT, such as software engineer or network engineer.

A reference model of the range of professional skills needed by people working in IT has been produced by the SFIA Foundation (Skills Framework for the Information Age) and may help with planning your career development.