IT technical support officer

IT technical support officers monitor and maintain the computer systems and networks of an organisation. You will be installing and configuring computer systems, diagnosing hardware and software faults and solving technical and applications problems, either over the phone or in person.

In your role as technical support you'll cover one or more areas of expertise, depending on the size of the organisation.

Organisations increasingly rely on computer systems in all areas of their operations and decision-making processes. It's therefore crucial to ensure the correct running and maintenance of IT systems.

what is technical support

Job titles may vary. Alternatives include:

  • applications support specialist
  • help desk operator
  • maintenance engineer
  • technician.

You can 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.

Responsibilities

You'll be responsible for the smooth running of computer systems and ensuring that users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but you'll need to:

  • install and configure computer hardware operating systems and applications
  • monitor and maintain computer systems and networks
  • talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
  • troubleshoot system and network problems, diagnosing and solving hardware or software faults
  • replace parts as required
  • provide support, including procedural documentation and relevant reports
  • follow diagrams and written instructions to repair a fault or set up a system
  • support the roll-out of new applications
  • set up new users' accounts and profiles and deal with password issues
  • respond within agreed time limits to call-outs
  • work continuously on a task until completion (or referral to third parties, if appropriate)
  • prioritise and manage many open cases at one time
  • rapidly establish a good working relationship with customers and other professionals, such as software developers
  • test and evaluate new technology
  • conduct electrical safety checks on computer equipment.

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