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User Support TechniciansNOC code: (2282) User Support Technicians |
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DescriptionTechnology can make our lives easier and our work more efficient. It can also drive us crazy with frustration! And who do we call in the midst of our madness? Who can help soothe, calm, and boot us up again? User support technicians, those techies who seem sooooo smart and can make us feel sooooo dumb! (And be soooo polite while they're doing it.) Technicians in this group provide first-line technical support to computer users who are having problems with computer hardware, computer applications, and communications software. They know their stuff inside and out. Then they have to know how to explain it so that the user on the other end of the phone line can fix it themselves. They probably have a list of "frequent problems" that are fairly routine, but they also have to do a little detective work sometimes to try to figure how what's wrong, how it got that way, and how to fix it. Specific dutiesUser support technicians:
Related careersYou might be also be interested in these careers that have similar educational and/or training requirements, or that share similar duties.
High school pathA CareerMATTERS consultant suggests these high school courses would be helpful. They are not pre-requisites to post secondary programs, nor are they necessary to obtain employment. You should consult with your school counsellor to make the best choices for your own career path.
* students should consult their counsellors as to appropriate maths in Grades 11 and 12 for university and college admission * students should consult their counsellors as to appropriate science courses in Grades 11 and 12 for university and college admission * students should consult their counsellor for appropriate Technology options in Grades 11 and 12 * a job shadowing/co-op experience is recommended Post-secondary options
There may be several different paths to a career. Post-secondary education or training programs will help, but they are not a guarantee. You should research your options carefully before deciding on any program of study. Click here for a comparison chart of institutions or accreditations. The following programs offered at Ontario post-secondary institutions may be helpful in pursuing a career in this field. In addition to the institutions listed here, please refer to "For more information" (at left) for a list of organizations and associations that may also offer programs of study.
Career pathWondering how you could prepare for a career in this field? Or what else you might do once you have some experience? Possibilites include management positions or educational positions, where you can pass along all your experience and wisdom to the "newbies."
EmployersThese are examples of the places, businesses and industries that employ people in this field: User support technicians are employed by computer hardware manufacturers and retailers, software developers, in call centres and information technology departments throughout the private and public sectors. Work environmentYou'll spend pretty much your whole day in an office setting, and a lot of the time you'll be either on the phone, or working alongside someone who has a problem with his or her computer or computer program. One thing is for sure: you'll be in constant contact with people, some of whom may be quite frustrated, angry, or who just don't "get it," even if you've explained it five times. You've got to be patient and helpful, and smile! Common job titlesAlso Known As.... Call centre agent -- technical support
For more informationLinks to associations, organizations, unions and other places that may be able to provide more information.
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