ICT Support Engineer
SOC 15-1232.00 · ESCO 2519 · OSCA 272232
Role snapshot
Overview
Diagnoses and resolves hardware, software, and network problems for end users, often providing both remote and on-site support. Escalates complex issues to senior IT staff, documents solutions, and helps maintain IT equipment and systems to ensure smooth operation and user productivity.
Ensures the reliable operation of IT infrastructure and services, minimizing downtime and empowering employees to work efficiently, which directly contributes to overall business productivity and continuity.
On the job
- Provide technical support and troubleshooting for hardware (desktops, laptops, printers) and software applications.
- Diagnose and resolve network connectivity issues, including LAN/WAN and Wi-Fi problems.
- Install, configure, and maintain operating systems, applications, and peripheral devices.
- Respond to support requests via phone, email, and ticketing systems, prioritizing and escalating as needed.
- Document technical procedures, solutions, and user guides for knowledge base and future reference.
Tools & technology
Average salary
Job outlook
GrowingJob growth is expected to be above average over the next five years.
Education & training
Certificate, diploma, or bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A+, Network+) are highly valued.
Career pathways
WHERE YOU COULD GO
CURRENT ROLE
ICT Support Engineer
Software Development
ADJACENT MOVES
STARTING POINTS
Who thrives here
Interest profile
conventional · CRI
Individuals who are methodical, enjoy practical problem-solving with technology, and are curious about diagnosing technical issues will find this role rewarding. It combines structured technical tasks with investigative problem-solving and hands-on application.
Personality characteristics
Methodical
Applies systematic approaches to diagnose and resolve technical problems, ensuring thoroughness and adherence to procedures.
Problem-solver
Enjoys investigating technical puzzles, analyzing symptoms, and finding practical, effective solutions for users.
Patient communicator
Explains complex technical concepts clearly and calmly to users with varying levels of technical understanding.
Calm under pressure
Maintains composure and focus when dealing with urgent technical issues or frustrated users, ensuring effective resolution.
Service-oriented
Driven by a desire to help others and ensure their technology works seamlessly, providing a positive user experience.
Best for
- Individuals who enjoy diagnosing technical problems and applying practical solutions.
- Those who thrive in a service-oriented role, directly helping others with technology.
- People who are methodical, patient, and keen to keep up with evolving IT systems.
Watch out for
- The work can be reactive and unpredictable, requiring quick shifts in focus and prioritization.
- Dealing with frustrated users or critical system failures can be stressful and demanding.
A week in the life
A representative working week for a ICT Support Engineer — where the deep work, meetings, and admin actually land.
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