IT User Support Technicians

Dundee and Angus College

Dundee, Scotland, GB

6d ago

Core Tasks

Reports on commonly occurring queries to detect underlying problems.

Maintains a log of work in progress, calls received, actions taken and problems detected.

Researches possible solutions in user guides, technical manuals and other documents.

Refers more complex or intractable problems to appropriate IT professionals.

Facilitates user access to systems.

Installs and upgrades hardware, cables, operating systems and / or appropriate software.

Advises users on how to resolve hardware and software problems.

Provides technical support to IT users.

Skills

Reading Comprehension : Understanding written sentences and paragraphs in work related documents.

Active Listening : Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Critical Thinking : Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Speaking : Talking to others to convey information effectively.

Knowledge

Computers and Electronics : Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Customer and Personal Service : Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Clerical : Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

English Language : Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Telecommunications : Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

Engineering and Technology : Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

Education and Training : Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

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