What they do
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.
Tools and technologies
ICT support technicians are expected to have a solid understanding of the different computer programs, software and hardware packages for which they offer technical support.
How do I become one?
Education and training
To become an ICT support technician, you usually need to gain a qualification in information technology support, or a related area with an emphasis on technical support.
The Certificate IV in Information Technology Support, Certificate IV in Information Technology and Certificate IV in Computer Systems Technology are offered at TAFE colleges and other registered training organisations throughout Western Australia.
You can also undertake a traineeship in information technology (support) (level 4). The traineeship usually takes 24 months to complete.
Apprenticeships and traineeships
As an apprentice or trainee, you enter into a formal training contract with an employer, enabling you to complete training towards a nationally recognised qualification. You spend time working and learning practical skills on the job and you spend some time undertaking structured training with a registered training provider.
You can do an apprenticeship or traineeship if you are a school-leaver, re-entering the workforce or as an adult or mature-aged person wishing to change careers. You can even begin your apprenticeship or traineeship while you're still at school.
If you are still at school you can access an apprenticeship through your school. Talk to your school's VET Co-ordinator to start your training now through VET in Schools. If you are no longer at school you can apply for an apprenticeship or traineeship and get paid while you learn and work.
Required registration and licensing