Course

Category

Hardware

Technical Support Engineer

Career Overview

As a technical support/helpdesk employee, you’ll be monitoring and maintaining the computer systems and networks within an organisation in a technical support role. If there are any issues or changes required, such as forgotten passwords, viruses or email issues, you’ll be the first person employees will come to.

Education

There are routes into this career for both school leavers and university graduates.It is sometimes possible to enter the profession with a degree . However, some employers prefer graduates with qualifications in relevant subjects such as computing, computer science, IT, software engineering, electronic engineering or maths. The computing world evolves very quickly and new technologies are always being developed, so it is important that candidates keep their IT knowledge up to date.It is also sometimes possible to enter this career without a degree or HND, although exact requirements vary from employer to employer. To find out more about getting into IT and technology via a school leaver route, visit the IT and technology section of Technosparks IT Solutions, our website aimed at school leavers.Prior work experience gained in any position involving contact with customers or the general public can be advantageous. You can also apply for IT and technology-related industrial placements, summer internships and insight programmes.

Important Qualities

Analytical skills.

Technical and analytical skills.

Interpersonal and communication skills

A meticulous and methodical nature

Problem-solving skills

Job Duties

  • Working with customers/employees to identify computer problems and advising on the solution.
  • Logging and keeping records of customer/employee queries
  • Analysing call logs so you can spot common trends and underlying problems.
  • Updating self-help documents so customers/employees can try to fix problems themselves
  • Working with field engineers to visit customers/employees if the problem is more serious
  • Testing and fixing faulty equipment.

Job Prospects

As technical support, you may also be known as a helpdesk operator, technician or maintenance engineer.You could work for software or equipment suppliers providing after-sales support or companies that specialise in providing IT maintenance and support. Alternatively you may work in house, supporting the rest of the business with their ongoing IT requirements. .