ICT support technicians provide technical support and assistance for users of computer infrastructure and web technologies. They also undertake diagnosis and resolution of technical problems. They may work directly within the communication technology industry, in the public service, or for companies in a range of industries, located across the state, such as agriculture, mining or transport.
These workers answer queries from users via telephone, email, chat room or instant message, identify technical problems and possible solutions, then compile reports about this, as well as enter information into databases and liaise with colleagues in the rectification of common problems.
ICT support technicians work mostly in offices or call centre environments. A large portion of their time is spent on the phone whilst working at computer terminals. Due to the nature of their work, they may be required to work late nights or weekends and shift work is not uncommon. Continuous training is often required to keep up-to-date with the latest changes and developments. ICT support technicians may be required to work independently or with others to rectify common problems.
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