What is an ICT Support Technician?
ICT Support Technicians help keep an organisation’s IT systems working for its users. You respond to support requests, investigate hardware, software and access problems, and use appropriate tools to diagnose and resolve faults. You may install and configure devices and applications, provide remote assistance or work directly with users. The role combines technical troubleshooting with customer service and careful record keeping.
Your responsibilities
- Respond to user requests and record support details
- Diagnose hardware, software and access problems using appropriate tools
- Install and configure devices, operating systems and applications
- Support account, access and permission changes through approved procedures
- Test repairs, upgrades and configurations to confirm systems work correctly
- Prioritise support tasks against agreed service requirements
- Maintain clear records, protect information and escalate unresolved issues
What You'll need
Core skills
- An interest in hardware, software and digital systems
- Logical thinking and a patient troubleshooting approach
- Customer service and clear communication skills
- Attention to detail when following procedures and recording changes
What You'll Gain
Transferable skills
- Staying calm while working through unfamiliar problems
- Prioritising requests and keeping users informed
- Taking ownership of tasks and recognising when to escalate
- Learning new technologies and sharing useful technical knowledge
What You'll Use
Key skills
English
- Ask focused questions to establish the symptoms and impact of a fault
Maths
- Interpret storage sizes, capacity and device performance information
IT
- Use operating systems, remote-support tools and diagnostic applications
Role opportunities
These are some possible roles you may consider in your career journey. Discuss with your Inspiro Coach for further guidance.Â
ICT and Digital Support
digital support technician
ICT Support Technician
Network Technician
Other related routes
National Careers Website
The National Careers website is a government database that provides information for a job you are looking to explore.
Digital and IT Sector Roles
Use our Sector Roles map to see if there is a role within your chosen sector that you are interested in.
Resources
Career Development Handbook
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to download the
career development handbook
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