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If you believe the cliché, working in IT is all about turning computers on and off and keeping people waiting on the phone. But it's so much more than that, we promise.

So if friends and family go to you when they're having trouble with technology and if you're a logical person with excellent problem-solving skills, then you may be the perfect candidate for working in technical support.

IT technical support officer: job description

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 Prganisations
  • Charities.

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.


Key skills for technical support officers :
  • Technical skills
  • Organizational skills
  • Interpersonal skills
  • Communication skills
  • Patience
  • A meticulous nature
  • A logical mind
  • Capable of working well under pressure.
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