Computer support technician

If you work in computer support then you will be helping people to use their computers and computer systems effectively. You will be playing a crucial role, keeping your organisation’s IT systems working effectively. You could be working anywhere, from a large government organisation, to a small private business.

Also known as:

• IT helpdesk technician
• IT support engineer
• IT user support technician
• Service desk technician

Work activities

Computer / IT support technicians help people to use their computers and computer systems effectively. You will be playing a crucial role in the maintenance, administration and support of your organisation’s IT systems. This could include working on:

• Data back-up systems.
• Mail and internet access.
• Networking.
• Security.

You could be working anywhere, from a large government organisation to a small private business.

Your duties could include:

• Installing and updating it equipment and programs.
• Training people in how to use it equipment and programs.
• Giving advice and technical support to employees and customers, via the phone, email or face-to-face.
• Finding and fixing hardware and software faults.
• Understanding potential security risks to employees and customers.
• Researching emerging technologies (new technology).
• Communicating technical issues to non-technical users, both in words and writing.

Personal qualities and skills

You will need:

• A sound technical IT background
• To be familiar with the products or services provided to customers/ colleagues, as well as keeping up to date with any new developments.
• To understand hardware and software.
• Good analytical and problem-solving skills.
• A methodical approach to your work.
• Strong communication skills, especially when explaining technical information.
• To be able to remain calm under pressure.
• Good time management skills to meet users’ needs and problems.

Pay and opportunities

As a computer support technician, your salary will often depend on your experience, ability, and the area of support you work in. Pay rates can vary from a starting salary of £18,000, with experience up to £35,000.

Computer support technicians usually work 35-40 hours a week, Monday to Friday. Early starts, late finishes, on-call and weekend work are often required.

Employers are firms in industry and commerce, from large multinational corporations to small computer-system suppliers. Other employers include banks, building societies, insurance companies, local and central government departments, the NHS and public utilities – any type of organisation where IT systems are used.

Where are vacancies advertised?

Vacancies are advertised in local/national newspapers, trade industry publications, and on the Government’s Find a Job service. Vacancies can also be found through specialist engineering/computing recruitment agencies, internet job boards and the websites of professional engineering bodies and large organisations with computer needs.

Entry routes and training

You can get a job in computer support with few GCSEs and work towards qualifications. You will need to show that you are familiar with IT hardware and software, and that you have good computer skills and are keen to learn new ones. You will be trained on the job and it’ll be up to you to learn new skills, and to show that you can progress to more senior roles.

If you’d prefer a more formal training programme, you could undertake a level 3 (advanced) apprenticeship as an IT solutions technician. This way, you will train on the job while working towards level 3 qualifications that support your role.

Degrees in relevant subjects are available at many universities.

Qualifications

To get onto an advanced apprenticeship in this industry, you will need GCSEs in English and maths, although you may be able to complete these alongside your programme.

If you want to do a degree, you’ll typically need:

• Two to three A-levels, ideally in relevant subjects such as computing.
• GCSEs in English and maths.
• A number of GCSEs in other subjects.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

People with relevant skills in electronic or telecommunications engineering at technician level have an advantage. Experience in customer care is also useful.

If you don’t have the qualifications needed to enter your chosen degree or HND course, a college or university Access course (e.g. Access to Engineering) could be the way in. These courses are designed for people who have not followed the usual routes into higher education. No formal qualifications are usually needed, but you should check this with individual colleges.

Distance learning courses in PC repair and upgrading are available from IT training centres, including International Correspondence Schools (ICS Learn).

Computer support technicians can achieve registration as an information and communications technology technician (ICTTech), with the Engineering Council. The Engineering Council is the UK's regulatory authority for registration of Chartered and Incorporated engineers and engineering technicians. Their website provides advice to students, engineers, employers and academic institutions on the standards for registration and procedures for registration

Related careers

• Computer assembly technician
• Computer engineer
• Electrical engineer