what is an IT support?
As an IT support technician or officer, you install and configure computer systems. You use your knowledge of information technology to diagnose software and hardware faults to solve technical and application problems. You solve the issues in person if your job is to monitor internal computer systems or over the phone when dealing with external clients.
Some IT support specialists are tasked with providing instructions to customers on using business-specific software. You help clients understand the functionality of various applications. That means you assist with the installation or upgrades of the software applications. You also answer questions related to the programmes, like re-establishing internet connections or diagnosing issues in household IT products like Wi-Fi routers.
where does an IT support work?
IT support professionals work in-house, providing support to a particular company. That involves handling internal IT support issues for the company and its clients. Some IT support professionals work for consultancy companies or call centres and address IT issues on behalf of various companies.
As an IT support technician, you work in various business sectors. Most IT support workers work for technology companies and customer service businesses. You can also find job opportunities in banks and public sector organisations like local authorities and the NHS.
Would working as an IT support suit your ability to interact confidently with customers? Then read on to find out what competencies and qualifications you need to thrive in an IT support role.
IT support jobsaverage salary of an IT support
According to ONS, an IT support in the United Kingdom earns an average compensation package of £27,500 per year. When you are a newly trained IT support officer, you make £24,000 annually. An experienced professional takes home over £37,505 yearly.
what factors affect the salary of an IT support?
As an IT support, your compensation package depends on various factors. While most employers don't demand formal educational qualifications, having some IT support-related certifications improves your earnings. Additional qualifications strengthen your knowledge of information technology, and you can negotiate a higher salary.
Newly trained IT support workers have minimal experience, which lowers their salary expectations. As your experience and knowledge in IT improve, you receive a higher salary. Your area of expertise also influences your earnings. When you work on complex IT support specialisations like computer networks or computer systems installation, you earn more than those providing phone support.
The hours you work also affect your earnings. IT support jobs are available in part-time and full-time roles. Your hourly rates are lower when you work part-time than IT support workers working full-time.
types of IT support
Some areas of specialisation for IT support officers include:
- 1st line it support: as a 1st line IT support, you are the first point of contact for users with IT issues. You rely on your extensive knowledge of information technology to resolve issues promptly. You also provide support on network issues by phone or via the internet.
- 2nd line it support: when a 1st line IT support cannot handle a technical issue, they escalate it to the 2nd line IT support. A 2nd line IT support uses their in-depth knowledge of a company's products to deal with customers' problems.
- 3rd line it support: as a 3rd line IT support, you diagnose and solve complex IT issues that a 1st and 2nd line support officer cannot fix. The role requires specialist knowledge in IT support.
working as an IT support
IT support involves assisting users with installing and troubleshooting computer systems and network connectivity issues. Read on for details on IT support specialists' duties, work environments and schedules.
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duties and responsibilities
The tasks of an IT support professional include:
- providing technical support to users: as an IT support professional, your primary role is to provide technical support to users on various software and hardware problems. You can provide telephone support to external users and help them resolve connectivity problems or computer systems issues. You also offer in-person operating system support or application support. If an employee has a problem accessing the system, you diagnose and resolve the issue.
- maintaining the help desk tracking software: when you provide IT support to external users, you manage clients through the help desk tracking system. Your job is to input the problem into the help desk and track the case as it is escalated to the relevant support teams.
- acting as a department resource during emergencies: you are the primary departmental resource when the computer systems crash or the company has network connectivity issues. Your job is to dispatch technicians to various departments affected by network glitches. You also send notifications and emails to the workers and inform them of the waiting time for resolution.
- diagnosing and troubleshooting network outages: as an IT support, you work closely with the network administration team to maintain a company's network. Your job is to diagnose and troubleshoot outages and maintain network configuration for users. During maintenance, you check for issues with the servers and routers to ensure they are working correctly.
- creating technical documentation: as an IT support, you create the documentation and procedures to be followed during technical support. The document is used to train other support teams and ensure high-quality support.
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work environment
An IT support professional works in an office in a dynamic work environment. While you spend considerable time providing telephone support from your desk, your role also involves moving around. Sometimes, you install computer systems, networking devices or servers that may be located in tight and poorly lit spaces. Being physically fit enough to move computer components and heavy peripherals is essential. When you work in an IT consultancy firm, the role involves travelling to solve computer problems at clients' premises. You can also work remotely and provide telephone support.
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who are your colleagues?
As an IT support professional, your colleagues include help desk analysts, technical support officers, technical coordinators, test engineers and network engineers. You also work with application analysts and technical sales engineers, as well as other specialists that could include penetration testers, customer service agents, customer service representatives and service desk analysts.
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work schedule
In a full-time position, an IT support professional works regular office hours from 9 am to 5 pm. You may work extra hours during installation or system upgrades. Sometimes, you are called in over the weekend to resolve issues that arise in computer systems. In companies that provide round-the-clock support, you are likely to work in shifts, including night and early morning shifts. Part-time work is available, or you can work on short-term contracts.
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job outlook
An IT support professional progress from 1st to 2nd and 3rd line support as they improve their skills. Since you offer general support in all IT-related issues, you can specialise in one area of expertise and become a network technician, desktop support, hardware maintenance technician or software applications analyst. Other opportunities for career progression involve taking up managerial roles.
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advantages of finding an IT support job through randstad
Finding your IT support job through Randstad provides important advantages such as:
- a wide variety of training and development opportunities
- an experienced contact person to provide help if needed
- a range of opportunities in your area
- get paid weekly or monthly, depending on the job
- temporary and permanent contracts
Want a permanent contract? A temporary job as an IT support is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too!
education and skills
The following educational qualifications improve your career as an IT support:
- degree courses: a degree isn't mandatory for the role, but having a higher national diploma or foundation degree improves your employability. To become an IT support professional, complete courses like computer networking, computer science, information technology or business information technology. The courses give you expert knowledge of the installation and maintenance of computer systems. Exploring certifications in Linux, Microsoft and Cisco technologies is also useful.
- work experience: gaining practical experience is beneficial for your career progression. Find internships and summer placements to improve your knowledge and expertise in computer systems and networks. On-the-job training also helps you improve your skills and learn the procedures to provide support within the company.
skills and competencies
The following soft skills improve your career as an IT support:
- communication and listening skills: as an IT support, you assist co-workers and end users with troubleshooting. Communication skills help you communicate using simple words to explain technical terms. Listening skills help you understand a user's problems and provide expert advice. You also require good phone etiquette since your job relies on telephone communications.
- attention to detail: providing customer IT support means explaining things in small steps. Installations also follow a specific procedure to ensure the computer systems perform the expected functions. Being attentive to details helps you in diagnosing and resolving various problems.
- time management: as an IT support, you handle various network problems and computer system installation within a short time frame. You require time management skills to avoid wasting time on a solution before trying an alternative. Allocating a specific time for resolving each problem reduces downtime during maintenance.
FAQs
FAQs about working as an IT support
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what are the roles of an IT support?
As an IT support, you install computer hardware and software programmes. You also configure computer systems and ensure the network functions as expected. Apart from installation, you monitor and maintain computer networks and systems. You also respond to IT issues and customer requests over the phone and provide technical support. Want to learn more about working as an IT support? Then check out this article.
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what skills are required for IT support?
As an IT support, you rely on communication skills to communicate with end users and help them resolve problems. You require great listening to understand their issues and provide accurate solutions. Diagnostic skills help you quickly identify computer system issues and find prompt answers. Want to learn more about working as an IT support? Then check out this article.
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is IT support stressful?
As an IT support professional, you are constantly under pressure to complete installations or resolve network connectivity problems within a specified timeline. However, if you plan your time well, you can work through the support tickets with minimal stress. Want to learn more about working as an IT support? Then check out this article.
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are IT support jobs good?
An IT support job is a great career with a relatively good compensation package. You have a chance to help people and improve efficiency in organisations. IT support jobs also have excellent opportunities for career progression. Want to learn more about working as an IT support? Then check out this article.
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how do I apply for an IT support vacancy?
Applying for an IT support job is easy: create a Randstad profile and search our IT support job offers. Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here!
