Job description

ICT technical support officers monitor and maintain the computer systems and networks of an organisation

As an ICT technical support officer, you'll install and configure computer systems, diagnose hardware and software faults and solve technical and application problems, either over the phone or in person.

You'll cover one or more areas of expertise, depending on the size of the organisation you work for.

The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.

Types of ICT technical support

Computer networks - installing, configuring and maintaining computers in large organisations

Desktop support - providing direct user assistance

Vertical software applications - learning and working with software applications which we support. Training shall be provided. Don't worry.

Managing hosting services - ensuring clients websites and applications stay up and running and offering technical support.

Responsibilities

Individual tasks vary depending on the type of technical support you are providing, but in general, you'll need to:

keep computer systems running smoothly and ensure users get the maximum benefit from them

install and configure computer hardware operating systems and applications

monitor and maintain computer systems and networks

talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues

troubleshoot system and network problems, diagnosing and solving hardware or software faults

replace parts as required

provide support, including procedural documentation and relevant reports

follow diagrams and written instructions to repair a fault or set up a system

support the roll-out of new applications

set up new users' accounts and profiles and deal with password issues

respond within agreed time limits to call-outs

work continuously on a task until completion (or referral to third parties, if appropriate)

prioritise and manage many open cases at one time

rapidly establish a good working relationship with customers and other professionals, such as software developers

test and evaluate new technology

conduct electrical safety checks on computer equipment.

Salary

Karachi salary : PKR 63,000 per month.

The salaries for ICT support work vary greatly depending on the level of the job, and previous experience.

The salary figure is intended as a guide only.

Working hours

Due to the nature of the work, you may be expected to work shifts or be on call and it may be necessary to work extra hours to finish a job.

Opportunities for part-time might be possible given the working hours in many of our clients.

What to expect

There is often a pressure to work as fast as possible to deal with problems and achieve immediate results in all situations, either to ensure the minimum loss of manufacturing or customer-contact time or to enable members of staff to use their computer again.

Considerable client contact is required.

If you have responsibility for hardware or networks, you may have to lift and carry equipment and stretch to access items in awkward places.

Qualifications

Knowledge of the following subjects is preferred.

business information technology

business systems engineering

computer networking and hardware

computer science

computer software development

information technology

internet engineering

software engineering.

Skills preferred

the ability to think logically

a good memory of how software and operating systems work

excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution

the ability to work well in a team

problem-solving skills

a strong customer focus

the ability to prioritise your workload

attention to detail.