ICT Customer Support Officer
SOC 15-1232.00 · ESCO 3512 · OSCA 314231
Role snapshot
Overview
ICT Customer Support Officers help users resolve computer and software problems by phone, email, or in person. They log support tickets, walk people through troubleshooting steps, and escalate issues that require specialist attention to ensure smooth operation of IT systems.
Ensures that employees and clients can effectively use their technology, minimizing downtime and improving overall productivity and satisfaction with IT services.
On the job
- Diagnose and resolve technical hardware and software issues via phone, email, or chat.
- Log and track support requests using a ticketing system, ensuring accurate documentation.
- Guide users through step-by-step troubleshooting procedures and provide clear instructions.
- Escalate complex or unresolved issues to senior support staff or specialized IT teams.
- Provide basic training and advice to users on software and hardware best practices.
Tools & technology
Average salary
Job outlook
StableDemand is steady. This is an established role with consistent hiring across sectors.
Education & training
A certificate, diploma, or associate's degree in IT, computer science, or a related field is often preferred.
AI impact outlook
Note — this is our current view. AI is moving fast, so we revisit these ratings.
Show how this was assessed Hide the detail
Note — this is our current view. AI is moving fast, so we revisit these ratings.
Show how this was assessed Hide the detailWhy this role received this rating
Core task exposure
high
How much of the role’s important work could AI perform?
Diagnosing common issues, guiding through steps, logging tickets, and providing basic advice are all highly exposed to AI chatbots and automated knowledge bases.
End-to-end automation
moderate
Can AI complete the work without substantial human involvement?
Many routine support issues can be resolved entirely by AI, though complex or novel problems still require human intervention and escalation.
Adoption pressure
high
How likely are employers to introduce AI into this work?
Companies are rapidly deploying AI in customer support to achieve immediate and significant cost savings and improve response times.
Human dependence
moderate
How much does success depend on human judgement, relationships and accountability?
Handling frustrated users, understanding nuanced problems, and building rapport require human empathy, judgment, and communication skills.
Protective — a higher rating lowers the overall score.
Role adaptability
strong
How easily can the role evolve as AI takes on more tasks?
The role can shift towards managing AI systems, handling complex escalations, training AI, and improving knowledge bases.
Shown for context — not part of the score.
What AI may take on
These are the parts of the role most likely to be automated or significantly accelerated.
- Diagnose common technical hardware and software issues.
- Log and track support requests using a ticketing system.
- Guide users through step-by-step troubleshooting procedures.
- Provide basic training and advice on software and hardware best practices.
- Generate automated responses to frequently asked questions via chat/email.
Where people remain essential
These parts continue to depend heavily on human judgement, relationships and accountability.
- Escalating complex or unresolved issues requiring specialist attention.
- Interpreting nuanced problems and user frustration beyond keyword recognition.
- Providing emotional support and de-escalation for highly frustrated customers.
- Identifying patterns in user problems to improve AI and knowledge base systems.
- Collaborating with IT teams to develop new solutions for recurring issues.
- Handling on-site support where physical interaction is required.
How the role may evolve
Handling the simple becomes AI's job. Solving the complex and human-centric becomes yours.
This role will transition from first-line support to a more specialized function, focusing on issues that demand critical thinking, advanced troubleshooting, and empathetic human interaction that AI cannot replicate.
Strengthen your future fit
- Advanced troubleshooting and diagnostic skills for complex issues.
- Exceptional communication and interpersonal skills, especially under pressure.
- Proficiency in managing and training AI support tools and knowledge bases.
- Ability to identify and escalate critical issues effectively.
- Strong understanding of IT systems beyond basic user support.
- Assessment horizon
- 3–7 years
- Confidence
- High
- Last reviewed
- August 2026
- Methodology
- v1.0
This assessment reflects current AI capabilities and expected adoption patterns. Actual impacts will vary by industry, employer and the way each role is performed.
Career pathways
WHERE YOU COULD GO
CURRENT ROLE
ICT Customer Support Officer
IT Operations & Security
ADJACENT MOVES
STARTING POINTS
Who thrives here
Interest profile
conventional · CRI
People who enjoy following structured procedures, working with tangible technical systems, and applying logical analysis to solve problems tend to thrive in this role.
Personality characteristics
Organised
Follows established procedures for troubleshooting and maintains accurate records of issues and resolutions.
Patient
Remains calm and helpful when dealing with frustrated or technically unskilled users, explaining solutions clearly.
Communicative
Clearly explains technical information to non-technical individuals, ensuring they understand the steps and solutions.
Analytical
Enjoys diagnosing complex technical problems, systematically identifying root causes, and implementing effective solutions.
Calm under pressure
Handles stressful technical issues and user interactions without becoming flustered, maintaining a professional demeanor.
Best for
- Individuals who enjoy systematic problem-solving and following defined procedures.
- People who find satisfaction in helping others overcome technical challenges.
- Those who thrive in a role that combines technical diagnosis with direct customer interaction.
Watch out for
- Can involve repetitive troubleshooting for common issues, requiring consistency and patience.
- Dealing with frustrated or technically unskilled users requires significant patience and emotional resilience.
A week in the life
A representative working week for an ICT Customer Support Officer — where the deep work, meetings, and admin actually land.
Real people. Real results.
Thousands of people
can't be wrong.
Frequently asked questions about ICT Customer Support Officer roles
What does an ICT Customer Support Officer do?
An ICT Customer Support Officer iCT Customer Support Officers help users resolve computer and software problems by phone, email, or in person. They log support tickets, walk people through troubleshooting steps, and escalate issues that require specialist attention to ensure smooth operation of IT systems. Ensures that employees and clients can effectively use their technology, minimizing downtime and improving overall productivity and satisfaction with IT services.
How much does an ICT Customer Support Officer earn?
An ICT Customer Support Officer earns a median of $60,000 per year in the US, typically ranging from $45,000 to $80,000.
What qualifications do you need to become an ICT Customer Support Officer?
To become an ICT Customer Support Officer, a certificate, diploma, or associate's degree in IT, computer science, or a related field is often preferred.
What personality suits an ICT Customer Support Officer?
ICT Customer Support Officer roles tend to suit people who are highly conscientious — precise, organised and strong on follow-through (Conscientiousness 75/100) and warm and cooperative — tuned in to the people around them (Agreeableness 68/100). The traits that matter most in the role are Organised, Patient, Communicative and Analytical. Follows established procedures for troubleshooting and maintains accurate records of issues and resolutions. On interests, ICT Customer Support Officer maps to a CRI Holland Code profile — people who enjoy following structured procedures, working with tangible technical systems, and applying logical analysis to solve problems tend to thrive in this role.
Who does an ICT Customer Support Officer role suit?
An ICT Customer Support Officer role is usually a strong fit for these reasons. Strong Conventional and Realistic alignment, ideal for structured problem-solving and hands-on technical work. The role offers consistent opportunities to apply analytical skills in diagnosing technical issues. High levels of customer interaction suit individuals who enjoy helping others and providing clear solutions.
What are the downsides of being an ICT Customer Support Officer?
ICT Customer Support Officer roles come with trade-offs worth weighing up. Can involve repetitive troubleshooting for common issues, requiring consistency and patience. Dealing with frustrated or technically unskilled users requires significant patience and emotional resilience.
What is the work environment like for an ICT Customer Support Officer?
Work as an ICT Customer Support Officer is mostly office-based with hybrid arrangements common, semi-structured — a mix of set processes and self-directed work, a moderate pace and high exposure to clients or stakeholders. Around 65% of the week is focused deep work.
What skills do you need to be an ICT Customer Support Officer?
Core skills for an ICT Customer Support Officer include Technical troubleshooting, Customer service, Communication skills, Problem-solving and Documentation.
How do you become an ICT Customer Support Officer?
Common entry routes into ICT Customer Support Officer roles include Junior It Support, Help Desk Associate and Technical Support Intern.
What career progression is there for an ICT Customer Support Officer?
From an ICT Customer Support Officer role, common next steps include Senior ICT Customer Support Officer and IT Support Manager; lateral moves include Systems Administrator.
What is the job outlook for ICT Customer Support Officer roles?
The outlook for ICT Customer Support Officer roles is currently rated stable. Demand is steady. This is an established role with consistent hiring across sectors.
Will AI replace ICT Customer Support Officer roles?
Traitstack rates automation risk for ICT Customer Support Officer roles at 72 out of 100, which is strong. AI will automate triage and resolution of routine IT issues, shifting the human role towards complex problem-solving, empathy, and managing frustrated users. AI is most likely to take on diagnose common technical hardware and software issues., log and track support requests using a ticketing system. and guide users through step-by-step troubleshooting procedures.. Escalating complex or unresolved issues requiring specialist attention., interpreting nuanced problems and user frustration beyond keyword recognition. and providing emotional support and de-escalation for highly frustrated customers. stay with people. Handling the simple becomes AI's job. Solving the complex and human-centric becomes yours. That score measures how much of the work could change, not the likelihood the job disappears. It is Traitstack's current view, revisited as AI capability moves.