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IT support technician
Hours
37-40 per week
Starting salary
£18,000 + per year
If you are interested in computers and like solving problems, this could be the perfect job for you. IT support technicians help to find and correct software and hardware problems for computer users.
To become an IT support technician, you will need to have a wide knowledge of operating systems. You’ll also need to know about networking, hardware and software. And you’ll be able to explain problems and solutions clearly to non-technical users.
If you have a good working knowledge of computer systems, you could begin as a trainee technician. You may improve your career prospects by gaining IT qualifications.
WorkDesc
The work
As an IT support technician, you would work on site or remotely by phone, email or using web-based applications. Your job would normally include:
- talking to clients to get details of faults
- working out the reasons for a fault and explaining these to the client
- fixing equipment, including printers and scanners (known as peripherals)
- setting up new equipment and upgrading existing systems
- testing and servicing equipment
- recording problems and their solutions for future reference
- training clients on new systems or software applications.
You may work for a company as part of a team, or support outside business clients.
HoursDesc
Hours
You would usually work 37 to 40 hours a week. Some jobs involve being on call and doing shift work, including weekends.
You would be based at an office, but may have to visit other departments within your company. You may need to travel to external clients, or to different locations if your department supports several sites.
IncomeDesc
Income
Starting salaries are between £18,000 and £22,000 a year, and experienced technicians can earn up to £30,000 a year.
Senior staff with management responsibilities can earn over £30,000 a year.
Figures are intended as a guideline only.
EntryRequirementsDesc
Entry requirements
If you have a good working knowledge of computer systems, you could begin as a trainee technician. You may improve your career prospects by gaining IT qualifications, such as:
- BTEC National Certificate/Diploma for IT Practitioners (ICT Systems Support) Level 3
- City & Guilds (E-Quals) IT Practitioners Diploma/Advanced Diploma (7266) Level 3
- OCR (iPRO) Certificate for IT Practitioners (ICT Systems Support) Level 3.
You could take these courses full or part-time at local colleges, or at private training centres. The courses contain optional units taken from CompTIA, Cisco and Microsoft certifications. See the Training and Development section below for more details about certifications.
You also may be able to find work through an electronics or information technology Apprenticeship. This would usually include working towards an NVQ for IT Practitioners/Professionals, levels 1 to 3. You will need to check which Apprenticeships schemes are available in your area. To find out more, visit the Apprenticeships website.
For more information about IT careers and qualifications, visit the e-skills UK website.
TrainingAndDevelopmentDesc
Training and development
IT changes and develops quickly, so it is important to continue building your skills and knowledge throughout your career. You could do this by taking further training, such as:
- City & Guilds Higher Professional Diploma for IT Practitioners (Systems Support) Level 4
- OCR Level 3 Award in ICT Systems and Principles for Professionals
You may also be able to work towards an NVQ for IT Practitioners/Professionals, levels 4 and 5.
Another way to develop your career is by taking recognised IT industry certificates, for example:
- CompTIA A+ Certificate
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified Desktop Support Technician (MCDST)
- Microsoft Certified Systems Engineer (MCSE)
Although not essential, professional organisations recommend having a level 3 qualification or experience in the IT industry before starting some of the certificate programmes.
The British Computer Society (BCS) offers a range of professional qualifications for those working in the IT sector. For more information, see the BCS website.
The Skills Framework for the Information Age (SFIA) will help you identify your current skills and plan future career development routes. See the SFIA website for more details.
The National Skills Academy for IT promotes excellence in IT learning and development. Through the Academy you can gain:
- access to high quality IT training and resources
- information and access to new training to meet growing needs
- professional recognition and speed up your career progress.
The National Skills Academy for IT offers over 1000 courses online including courses relating to IT support technician roles. See their website for details.
SkillsAndKnowledgeDesc
Skills and knowledge
To become an IT support technician, you will need to have:
- a thorough knowledge of operating systems, networking, hardware and software
- excellent problem-solving skills
- the ability to explain problems and solutions clearly to non-technical users
- the ability to prioritise, work under pressure and meet deadlines
- a patient and methodical approach
- the ability to work alone or as part of a team
- an awareness of health and safety.
MoreInformationDesc
More information
e-skills UK 
1 Castle Lane
London
SW1E 6DR
020 7963 8920
www.e-skills.com
Microsoft UK
www.microsoft.com/uk
Skills Framework for the Information Age (SFIA)
www.sfia.org.uk
British Computer Society
Block D
North Star House
North Star Avenue
Swindon
Wiltshire
SN2 1FA
www.bcs.org.uk
Cisco Systems (UK and Ireland)
www.cisco.com/cisco/web/UK
Computer Technology Industry Association (CompTIA)
www.comptia.org
National Skills Academy for IT
www.itskillsacademy.ac.uk
OpportunitiesDesc
Opportunities
Major employers include local authorities, the NHS, finance and IT companies. However, any large or medium-sized company that uses IT systems will have a need for technical support.
With experience, you could move into a supervisor role or a related area, such as network engineering, IT security or training.
You may find the following useful for vacancies and general reading (links open in a new window):
Job profiles are based on the latest information supplied to us by industry bodies, such as Sector Skills Councils. Please be aware that with the introduction of the Qualifications and Credit Framework there has been, and will continue to be, changes to vocational qualifications. For more information, please check with industry bodies directly.
We do not accept responsibility for the content of external sites.
LMIData
Related industry information
Industry summary
The IT industry includes people in IT companies, such as those offering IT services, technology‐orientated consulting, technology development, systems analysis, programming, systems testing and technology sales. It also includes IT professionals working in other sectors, such as people whose primary job role is IT orientated, which includes IT departments and IT support staff in companies. The IT industry together with Telecoms is represented by e‐skills UK Sector Skills Council.
A sector trend is the convergence of telecommunications, computing and networking and the move from hardware intensive to software intensive platforms. Embedded voice communications capability is already part of the internet, which also has to manage voice, data and video and location information.
The social, economic and market forces shaping UK IT skills are evolving as technology continues to progress from the back office to the board room. This is changing the market for IT skills, creating demand for both technology‐oriented business people and business‐oriented technologists – and blurring the lines between traditional business and IT disciplines.
Key facts:
- There is a total IT and Telecoms workforce of 1.5 million of which:
- 890,000 people are in IT and Telecoms products and services
- 600,000 IT and Telecoms professionals are working in organisations outside of the IT and Telecoms industries
- There are around 105,000 businesses in the UK offering IT and Telecoms products and services.
- IT‐intensive sectors represent 55% of the UK's total Gross Value Added.
- Less than 1% of those employed in IT and Telecoms occupations are under 18.
- 22% of companies who are trying to recruit IT and Telecoms professionals report difficulties in attracting applicants with the right skills.
- 58% of the workforce has a degree or higher education qualification.
- The IT industry is predicted to grow at a rate of 2.5% per year for the next ten years.
- There are 100,930 IT manufacturing and services establishments in the UK employing 600,000 people.
- The IT workforce accounts for 4% of the UK workforce.
Jobs in the IT industry include: Business analyst; Games developer; CAD/CAM Programmer/Trainer; IT trainer; Service technician; Software engineer/architect; Technology consultant; Web designer; Systems architect; Technical author.
National and regional data
Across the UK, there is an estimated IT and Telecoms workforce of 1.5 million who are predominately located in London and the South East. The IT workforce can be classified in IT manufacturing and IT services. The largest number of companies is located in:
- IT manufacturing
- South East
- London
- East of England
- IT services
- South East
- London
- East of England
Key regional facts:
- 39% of IT and Telecoms professionals are located in London and the South East
- the East of England has the third highest number of IT and Telecoms employees
- Northern Ireland, Wales and the North East combined comprise just 6% of the IT and Telecoms professionals
- 44% of all types of IT and Telecoms companies are located in London and the South East
- the highest median gross weekly earnings for IT and Telecoms staff are in London, the South East and the East of England, which are all above the UK median
[N.B. Data derived from Labour Force Survey (April‐June), 2009.]
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