Start An IT Support Career




IT Support Job Description

An IT support job involves monitoring and maintaining the computer systems of an organisation, which may include:

Networking hardware
Desktop computers
Email systems and servers
Company-wide applications
Many IT support job descriptions include these features, as well as having the requirement to install and configure these items.

IT Support Tasks

An IT support worker will involve performing various tasks including:

Receiving and classifying end-user support requests
Monitoring existing systems
Installing software on desktop computers
Upgrading software or hardware
Troubleshoot software or networking problems that are being experienced by end users
Configuring network account access
Configuring email clients and servers
Preparing and following diagrams or documentation
IT Support Roles

If you work in IT support, your job description might be something like "Desktop Support Technician", "IT Support Analyst", or "Help Desk Operator". This can depend on the organization and which "tier" of support your role is.

In most organizations, there are several "tiers" or "levels" of support. Tier 1, otherwise known as "first level support", are the people who answer the phone when users call with IT issues. They respond to the emails received when issues are found by users. They will be part of a larger team and will responsible for capturing your details, diagnosing the issue and attempting to determine or narrow down the cause of the issue. Depending on the issue, they could resolve it on the spot.

If the issue is more complex or outside their job role or area of knowledge, they pass it on to "second level support", or tier 2. Second level support roles can be known as "application support technicians" or "network support operators" or other roles specific to an area of technology. These roles will generally investigate issues that have been sent to them from first level support. Second level support roles generally don't have a lot of communication with end users. Well, they may have some, but not as much as first level support. Most of their investigation is performed based on the information that the first level support has provided.


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