IT Support Job Description
An IT support specialist assists consumers experiencing technical trouble ranging from hardware and software issues to the navigation of the technology itself.
Most often, an IT support specialist aids customers over the phone by asking specific questions to assess the problem. With global markets becoming reliant on technology, IT support is vital to the sector because specialists ensure the efficiency of businesses’ products and maintain customers’ product satisfaction. Moreover, some internal IT experts provide feedback to businesses themselves, which ensures technical reliability and maintains cyber security
Getting a Job in IT Support
To obtain a job as an IT support specialist in the UK, the most important qualification includes an in-depth understanding of the applications and programs used by a specific company. Specialisations in business information technology, computer science, or software engineering may be preferred but are not always required.
Key Skills for IT Employment
While some necessary skills may differ by company, all IT support specialists should have the following skills:
- Listening: Because most IT support professionals work over the phone, they must be able to listen to resolve a customer's problem actively.
- Deductive Reasoning: Problem-solving skills are vital for IT specialists to determine the cause of a technological malfunction.
- Customer Relations: The frustrations that accompany technical troubles require that specialists maintain patience and communication skills when working with a customer.
- Knowledge: An IT specialist must be knowledgeable about the product and be able to recall details about the technology itself.
- Confidence: Customers rely on specialists to resolve their IT problems, making confidence an important skill.
- Teamwork: IT specialists must work well with others because phone support requires the teamwork of both the customer and specialist.
Responsibilities of an IT Support Worker
IT support specialists should expect to assist in the following while on the job:
- Troubleshooting: Specialists troubleshoot systems to determine technical issues.
- Installation: Customers often seek assistance in technology installation and configuration.
- Communicating: An IT specialist must develop strong communication networks to best assist customers.
- Maintenance: Maintaining technology networks and systems is a primary role of an IT specialist.
- Evaluation: When talking to customers, an IT specialist must be able to determine the issue and evaluate the best way to resolve it.
- Instructing: IT specialists must instruct customers on how to perform technological maintenance.
- Management: To remain efficient, a specialist must manage time and prioritise IT issues.
- Responding: An IT specialist must respond to customer concerns.
- Support: No matter the customer’s need, an IT specialist must address the need through technical support and instruction.
- Monitoring: Businesses often hire IT support specialists to monitor technology and ensure its efficiency.
Work Environment in IT Support
Most IT support specialists work full time and are assigned specific shifts. Work environments for IT specialists are fast-paced and high pressure because there are expectations that specialists support as many customers as possible and maximise product efficiency.
IT Support Salary
The average national salary for technology workers is £23,759. However, salaries for IT support specialists most often vary depending on the size of the company and employees’ levels of experience.
Cities such as London, Bracknell, and Leeds are home to major corporations, including Cisco, Microsoft, and First Direct, that hire a large number of IT support specialists, making these attractive cities for those looking to enter the field.
IT Systems and Networks
Although IT support specialists should be well versed in a variety of systems and networks, there are a few that technicians should expect to encounter in the field.
IT support specialists should be knowledgeable in the various systems of major companies, such as Microsoft, Cisco, and Oracle. While these act as a general base of knowledge, specialists should remain up to date on new technologies as the technology sector continues to expand.
Tech Career Paths
Like many careers, experience in the field of information technology offers many possibilities for job movement and salary increase. After around five years on the job, an IT specialist can become a manager in the field, and these positions range from senior project manager to information systems manager to service delivery manager. After years of experience in management, there are opportunities to become a director within the field.
Refining Your Tech CV
To set yourself apart from others applying for positions in IT, consider highlighting the following three things on your CV:
- Specialisation: Many employers look for specialisations that demonstrate knowledge in particular technologies such as those from Linux, Microsoft, or Cisco.
- Experience: While not always necessary to get a job, experience within the field gives job seekers additional knowledge about the industry, which makes them attractive candidates for a position.
- Core Qualification: Constant customer interaction in IT support demands that a specialist demonstrates skills in customer relations.
With the business sector growing more and more reliant on computers, IT support specialists experience job security, as well as opportunities for job mobility. By refining customer relation skills and knowledge about the field in general, IT support specialists should be confident in their abilities to enter the job market and expand their careers in a variety of sectors.
If you are in search of the latest IT Support jobs, do browse our Telegraph Jobs today, which are updated daily. We wish you the bets of luck with your application.