IT support technician

Alternative titles for this job include IT user support technician, IT helpdesk technician, service desk technician

IT technical support staff diagnose and solve software and hardware problems for computer users.

Average salary (a year)

£16,000 Starter

to

£35,000 Experienced

Typical hours (a week)

35 to 40 a week

You could work

evenings / weekends on shifts

How to become an IT support technician

You can get into this job through:

  • a college course
  • an apprenticeship
  • working towards this role

College

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

Entry requirements

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

More information

Apprenticeship

You could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship.

Entry requirements

You'll usually need:

  • some GCSEs, usually including English and maths, for an intermediate apprenticeship
  • 5 GCSEs at grades 9 to 4 (A* to C) or equivalent, including English and maths, for an advanced apprenticeship

More information

Work

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.

More information

Further information

You can find out more about working in IT support from Tech Future Careers and The Chartered Institute for IT.

What it takes

Skills and knowledge

You'll need:

  • 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

Day-to-day tasks

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

Working environment

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

Current opportunities

Apprenticeships In England

Apprentice Client Services/Technical Advisor

  • Wage : £144.30 Weekly
  • Location: Sheffield S9 1RG

Telecommunications Operations Support Apprentice

  • Wage : £14,000.00 Annually
  • Location: PR7 3JP

Courses In England

Certificate Level 2 in ICT Systems Support

  • Provider: WKCIC GROUP
  • Start date: 03 February 2020
  • Location: Haringey

Level 2 Diploma in ICT Systems Support

  • Provider: WALTHAM INTERNATIONAL COLLEGE LIMITED
  • Start date: 30 November 2019
  • Location: Barking

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