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IT technical support officer

IT technical support officers maintain the computer networks/systems of large organisations - ensuring that they run smoothly and providing technical support and advice to computer users.

Technical support can provide useful experience for other jobs.

IT technical support officer job description: Typical employers | Qualifications and training | Key skills | Useful links | Find jobs and courses

The work typically involves:

installing and configuring computer hardware, software, systems, networks, printers, scanners and more
planning and undertaking scheduled maintenance upgrades
talking to clients and computer users to determine the nature of problems
responding to breakdowns
investigating, diagnosing and solving computer software and hardware faults
repairing equipment and replacing parts
supervising junior engineering and technical staff
agreeing call-out timescales
obtaining replacement or specialist components, fixtures or fittings
ensuring compliance with health and safety legislation
checking computer equipment for electrical safety
maintaining records of software licences
managing stocks of equipment, consumables and other supplies.

Shift and on-call work may be required, particularly where computing equipment is in continual 24-hour operation.

Typical employers of technical support officers

private companies
manufacturers
retailers
service industries
local authorities
financial institutions
academic establishments
health trusts
call centres
industrial organisations
charities.

Vacancies are advertised via the internet, by careers services and recruitment agencies, in newspapers and publications such as IS Opportunities, Computing and Computer Weekly. Speculative applications are advisable, for which The Computer Users Yearbook may be useful. It is also worth attending on-campus company presentations and applying early for advertised positions during the first term of your final year.

Qualifications and training required

A degree is not always necessary, though graduates (particularly those with relevant qualifications) may be preferred. The Microsoft Certified Software Engineer (MCSE) qualification can be beneficial, though this does not provide any hardware training. Prior work experience gained in any position involving contact with customers or the general public is advantageous.