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What Does an IT Technical Support Officer Do

Updated on March 19, 2013

Are you looking for a technical job in the field of IT? If Information Technology is your field and you want a technical job, you can consider becoming an IT technical support officer. IT tech support officers are responsible for monitoring and maintaining the networks and computer systems of a company.

Technical support officer – overview:

Being a technical support professional, you would have to handle a number of tasks and fulfil various responsibilities. You may have to configure and install computer systems, diagnose software/hardware faults and solve applications and technical problems. You may have to do your job in person or over the phone. However, your job role may even include several other responsibilities depending on the size of the particular company you are working for.

Organisations these days have to rely on technologies and computer systems for carrying out most of the business operations. These technologies are required in every aspect of their business decision-making and business operation processes. That is why it is extremely important to make sure that all the systems are running smoothly and without any type of interruption. Technical support professionals are hired primarily for this purpose.

Technical support officers may be known by other names and job titles. Some of the common terms that are used include technicians, help desk operators, application support specialist and maintenance engineers. In order to work as a technical support officer, you need to have thorough understanding of how the information systems work and how to apply technical knowledge for various software and hardware related problems.

Common work activities:

As a part of this profession, you may have to handle different tasks. However, you will mainly be responsible for ensuring that all the computer systems of the company are running smoothly and the users are getting maximum benefits from using them. There may be other individual tasks involved and these tasks will depend on the structure and size of the company. Some of these common tasks may include:

  • Configuring and installing computer applications and hardware operating systems
  • Maintaining and monitoring networks and computer systems
  • Talking clients and staff through a number of actions, either over phone or face to face for helping them resolve issues and set up systems
  • Troubleshooting network problems and systems as well as diagnosing and figuring out software/hardware faults
  • Replacing parts if required
  • Providing support, including both relevant reports and procedural documentation
  • Following written instructions and diagrams for repairing faults and setting up systems
  • Setting up profiles and user’s accounts, and dealing with issues related to password
  • Evaluating and testing new technologies and systems

These are some of the common responsibilities that the tech support of a company handles. There may, however, be other additional responsibilities depending on the company and the particular nature of the individual’s work.

Salary and market condition:

The average starting salary may range from £17,000 to £23,000. As you gain experience in the field, your salary may also increase up to £26,000 to £35,000. A technical support manager may earn over £40,000. However, the salary amount may vary significantly depending on the designation and experience of the employee and the size of the business. Due to the specific nature of their work, technical support professional may have to work in shifts and they may also have to be available on call. You may also have to deal with the clients from time to time.

You can avail the services of specialised technical recruitment agencieswhen searching for technical jobs. These recruitment agencies have knowledge and understanding of the field and they will be able to help you find the job that is best suited to you.


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    • profile image

      Caleb Hart 

      3 years ago

      I really need to find an it support company. My small business is very technology based and has a lot of problems with computers. Hopefully, there are a lot of companies that are willing to help me out. I guess I'll start making some phone calls.


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