Computer Repair Services, IT Consulting and Technical Support

IT technical support officers monitor and maintain the computer systems and networks of an organisation. You will be installing and configuring computer systems, diagnosing hardware and software faults and solving technical and applications problems, either over the phone or in person.

In your role as remote tech supportyou'll cover one or more areas of expertise, depending on the size of the organisation.

Organisations increasingly rely on computer systems in all areas of their operations and decision-making processes. It's therefore crucial to ensure the correct running and maintenance of IT systems.

Job titles may vary. Alternatives include:

applications support specialisthelp desk operatormaintenance engineertechnician.You can also work within first or second-line support. The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.

ResponsibilitiesYou'll be responsible for the smooth running of computer systems and ensuring that users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but you'll need to:

install and configure computer hardware operating systems and applicationsmonitor and maintain computer systems and networkstalk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issuestroubleshoot system and network problems, diagnosing and solving hardware or software faultsreplace parts as requiredprovide support, including procedural documentation and relevant reportsfollow diagrams and written instructions to repair a fault or set up a systemsupport the roll-out of new applicationsset up new users' accounts and profiles and deal with password issuesrespond within agreed time limits to call-outswork continuously on a task until completion (or referral to third parties, if appropriate)prioritise and manage many open cases at one timerapidly establish a good working relationship with customers and other professionals, such as software developerstest and evaluate new technologyconduct electrical safety checks on computer equipment.SalaryStarting salaries in IT support range from £17,000 to £23,000.After gaining experience, it's possible to progress to earnings of around £26,000 to £35,000.Technical support managers can earn over £40,000.The salaries for IT support work vary greatly depending on the level of the job, previous experience and size of employer.

Income figures are intended as a guide only.

Working hoursDue to the nature of the work, you may be expected to work shifts or be on call and it may be necessary to work extra hours to finish a job.

Opportunities for part-time work are not common, given the working hours in many large organisations, but it may be possible in some smaller companies. There are opportunities for self-employment in handling repairs and upgrades for home consumers or small businesses, although this market is shrinking.

Career breaks are rare because of the need to keep up to date with ever-changing software and operating systems.

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Stephen Honeywood

Customer experience specialist

What to expectThere is often pressure to work as fast as possible to deal with problems and achieve immediate results in all situations, either to ensure the minimum loss of manufacturing or customer-contact time, or to enable members of staff to use their computer again.Considerable client contact is usually required.

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