IT Job description

Job description
IT technical support officers monitor and maintain the computer systems and networks of an organisation. They install and configure computer systems, diagnose hardware/software faults and solve technical problems, either over the phone or face-to-face.
Organisations rely on accessing information via computers. Problems may arise through systems failure, operator error or user misunderstanding. Businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to repair or replace them.
Technical support officers are sometimes known as help desk operators, technicians or maintenance engineers. The work is as much about understanding how packages are used as applying detailed technical knowledge.
Typical work activities
In essence, technical support officers are responsible for ensuring the smooth running of computer systems. Tasks vary depending on the size and structure of the organisation, but will typically include:
• installing and configuring computer systems;
• monitoring and maintaining computer systems and networks;
• talking staff/clients through a series of actions, either face to face or over the telephone;
• troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• finding solutions to problems, be it through creating a desktop shortcut or fixing a major fault on the operating system;
• replacing parts as required;
• providing support, including procedural, documentation;
• following diagrams and written instructions to repair a fault or set up a system;
• running network applications to support systems and users;
• supporting new applications;
• setting up new users;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritising and managing several open cases at one time;
• rapidly establishing a good working relationship with other professionals (e.g., contract businesses) in order to make necessary repairs;
• testing and evaluating new technology;
• conducting electrical safety checks on computer equipment.

Technical Support Job Description
So you're in the market for a new job and you think a technical support position is right up your alley. The only way to make sure is to learn about what a technical support person does, what qualifications you need and what skills you need to obtain or possess. Then you'll be able to pursue your new career.
Duties
1. In order to understand what a technical support job entails, you first have to learn what your daily duties will be. The primary role of a technical support person is to provide clients support by resolving their technical issues via email, phone and other electronic medium. It may mean that you have to configure computer equipment such as Internet connections or configure software to connect to Internet application servers. You'll also provide training and assistance to help clients learn how to use their computer hardware or software products. Once you obtain a general understanding of the problem or issue the client is experiencing, it will be your job to identify, and correct or advise the client on how to resolve the issue they're having.
Skills
2. Skill requirements may vary by company depending on the hardware or software you'll be providing technical support for. A technical support position does require prompt responses to client support related emails, phone calls and other electronic communications. It typically requires that you have experience with the hardware and software issues that you'll be resolving. Because you'll be working with a computer, it usually requires your Internet skill set to be quite extensive. Also, because you'll be dealing directly with customers, technical support positions require excellent oral and written communication, interpersonal, organizational and presentation skills.
Education or Experience
3. Education requirements and experience can vary according to the level of technical support you'll be required to provide. Most companies require beginner customer support employees to have at least a one-year certificate related to computers from a college or technical school or at least three to six months of related experience or training.
Reasoning Ability
4. Because you will be troubleshooting and resolving customer problems, you also must have the ability to solve practical problems. You'll have to deal with a variety of situations, where no two problems are exactly the same. You'll need to be able to interpret and provide instructions orally and in writing.
Computer Skills
5. In order to perform a technical support job successfully, you'll also need extensive knowledge and experience with Contact Management Systems (CMS), database software; Internet software and word processing software.