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IT user support technicians are responsible for providing technical support, advice and guidance for internal/external users of IT systems and applications, either directly or by telephone, e-mail or other network interaction.

Tasks

  • Provides technical support to IT users
  • Advises users on how to resolve hardware and software problems
  • Installs and upgrades hardware, cables, operating systems and/or appropriate software
  • Facilitates user access to systems
  • Refers more complex or intractable problems to appropriate IT professionals
  • Researches possible solutions in user guides, technical manuals and other documents
  • Maintains a log of work in progress, calls received, actions taken and problems detected
  • Reports on commonly occurring queries to detect underlying problems.

Entry Requirements

Entry is possible with a variety of academic qualifications and/or relevant experience. Entrants typically possess GCSEs/S grades and A levels/H grades together with appropriate NVQ/SVQ (Levels 2, 3 or 4) or an equivalent vocational qualification. Some employers may demand a relevant degree. Training is provided off- and on-the-job supplemented by specialised courses. Postgraduate and professional qualifications and apprenticeships in some areas are available.

What could I earn?

Salaries for this occupation tend to start at £29,000 per annum and can progress up to £53,000 per annum.

Is it in growth or decline?

There are currently 12,263 employed IT User Support Technicians in the region.

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