IT Support

IT Support Job Description

An IT HTL support job involves monitoring and maintaining the computer systems of a company, Which Might include:

Many IT support job descriptions include these features, in addition to having the necessity to install and configure these items.

IT Support Tasks

An IT support worker will involve performing various tasks such as:

  • Receiving and classifying end-user service asks
  • Monitoring existing systems
  • Installing applications on desktop computers
  • Upgrading hardware or software
  • Troubleshoot applications or media problems that are being experienced with end customers
  • Configuring network account access
  • Configuring email clients and servers
  • Preparing and following diagrams or confirmation
  • IT Support Roles

This can rely on the organization and “tier” of support your role is.

In most organisations, there are some “tiers” or “levels” of service. Tier 1, otherwise known as “first level support”, would be the men and women who answer the telephone when users call with IT issues. They respond to the emails obtained when problems are located by users. They will be part of a bigger staff and will responsible for catching your details, diagnosing the matter and attempting to ascertain or narrow down the cause of the matter. Depending on the issue, they could resolve it to the spot.

If the issue is more complex or outside their job role or area of consciousness, they pass it on to “second level support”, or grade 2. Second level support functions can be known as “application support technicians” or “network support operators” or alternative roles specific to a area of technology. These roles will generally investigate issues that have been sent to them from first level support. Second level support functions generally don’t have a lot of communicating with end users. Well, they could have a few, but not as much as first level support. The majority of their investigation is performed depending on the info that the very first level support has provided.

If the next level service worker can resolve the matter, then they notify the end user and solve it. If they’re not able to, this is where third level support, or tier 3 stems in. This level of service is often an external consultant or seller who is especially trained to handle complicated issues with systems. Their job functions are often similar to the grade 2 functions of “application support technicians”, though based upon the organisation, they may be advisers or just part time to a specific company.

IT Support Requirements

If you’d like to get started in an IT service livelihood, great! They may be enjoyable and challenging and extend many different technologies to operate with.

The first step would be to acquire a certification in the appropriate area. Microsoft, Cisco and Comptia are all main providers of support-related certifications, in a variety of areas like operating systems, network, email servers, and desktop support.

Additionally, there are numerous entry-level jobs in IT service, which only take a diploma in computer science (or related degrees), so have a look in your favourite job website for those requirements that are being put by companies.

Well I hope that helps clean up the role of IT support in case you’re thinking about an IT service career! Stay tuned for another article in this series, in which I go into detail on the IT service career path and development.