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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