IT support technician
IT user support technician, IT helpdesk technician, service desk technician
IT technical support staff diagnose and solve software and hardware problems for computer users.
Salary Range: £16,000 to £50,000
How to become an IT support technician
You can get into this job through:
- a college course
- an apprenticeship
- working towards this role
You could take a college course in computing or IT support, like a:
- Level 2 Certificate in ICT Systems Support
- Level 3 Diploma in ICT Professional Competence
You may need:
- 2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a level 2 course
- 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course
You could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship.
You’ll usually need:
- some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
- 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship
You could get started as a trainee technician and do qualifications while you work. You’ll need some IT skills to get a trainee job.
What it takes
Skills and knowledge
- the ability to work well with others
- excellent verbal communication skills
- analytical thinking skills
- to be thorough and pay attention to detail
- customer service skills
- to be flexible and open to change
- the ability to accept criticism and work well under pressure
- the ability to use your judgement and make decisions
- to be able to use a computer and the main software packages confidently
What you’ll do
Your day-to-day duties may include:
- getting details from customers about their IT problems
- finding and fixing faults
- tracking work in progress and recording issues and solutions
- updating online knowledge banks
- servicing equipment like printers, projectors and IT networks
- setting up new equipment and upgrading existing systems
- training people on new systems, face-to-face and online
You could work in an office, at a client’s business or in a contact centre.
Career path and progression
With experience, you could move into a supervisory or management role. You could also apply for roles in training or technical sales.
With training, you could move into:
- network engineering
- database administration
- business or systems analysis
- IT security
- IT project management
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