As an IT technical support officer, you’ll install and configure computer systems, diagnose hardware and software faults and solve technical and application problems, either over the phone or in person.
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Technical Support
Learn about the key requirements, duties, responsibilities, and skills that should be in a technical support job description.
Tech support workers manage, maintain, and repair IT systems. Their responsibilities include diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software.
You’ll cover one or more areas of expertise, depending on the size of the organisation you 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 support staff handling the more specialised queries that the first-line support could not deal with.
The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.
Alternative job titles include applications support specialist, help desk operator, maintenance engineer and technician.
Types of IT technical support
- computer networks – installing, configuring and maintaining computers in large organisations
- desktop support – providing direct user assistance
- contract hardware maintenance – working for a business with contracts to maintain and repair computer hardware
- vertical software applications – working for a supplier of a software application for a specific business sector, such as retail, travel or pharmaceuticals
- managed hosting providers – ensuring clients websites and applications stay up and running and offering technical support.
