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.
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
moderate
How much of the role’s important work could AI perform?
Routine software and network troubleshooting, initial configuration, and documentation are moderately exposed to AI automation.
End-to-end automation
moderate
Can AI complete the work without substantial human involvement?
AI can resolve many routine software and network issues autonomously, but physical hardware problems and complex, multi-system failures still require human intervention.
Adoption pressure
high
How likely are employers to introduce AI into this work?
Companies are highly motivated to automate initial triage and common fixes to improve efficiency and reduce support costs.
Human dependence
moderate
How much does success depend on human judgement, relationships and accountability?
Dealing with frustrated users, unique organizational setups, and complex interdependent systems still requires human judgment, problem-solving, and communication.
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 could evolve to focus on managing AI-driven diagnostic tools, designing automation workflows, and handling only the most complex or critical issues.
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 and resolve common software application issues.
- Troubleshoot basic network connectivity problems (LAN/WAN, Wi-Fi).
- Install and configure routine operating systems and peripheral devices.
- Respond to basic support requests via phone, email, and ticketing systems.
- Document technical procedures and solutions for knowledge bases.
Where people remain essential
These parts continue to depend heavily on human judgement, relationships and accountability.
- Providing on-site support for physical hardware issues (desktops, printers).
- Resolving complex, multi-system network architecture problems.
- Implementing and maintaining specialized applications and devices.
- Managing critical incidents and system outages with business impact.
- Training and advising users on complex software and hardware best practices.
- Prioritizing and escalating complex issues to senior IT staff effectively.
How the role may evolve
Less reactive firefighting for common issues. More proactive system management and complex problem-solving.
Support engineers will transition from reactive problem-solvers for common issues to proactive managers of IT systems, focusing on complex configurations, security, and strategic infrastructure improvements, leveraging AI for initial diagnostics.
Strengthen your future fit
- Advanced proficiency in network diagnostics and infrastructure management.
- Expertise in managing and integrating AI-powered IT support tools.
- Strong problem-solving for complex and novel technical challenges.
- Excellent communication and user training skills.
- Ability to install, configure, and maintain specialized IT equipment.
- 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 Support Engineer
IT Operations & Security
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 an ICT Support Engineer — 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 Support Engineer roles
What does an ICT Support Engineer do?
An ICT Support Engineer 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.
How much does an ICT Support Engineer earn?
An ICT Support Engineer earns a median of $75,000 per year in the US, typically ranging from $55,000 to $100,000.
What qualifications do you need to become an ICT Support Engineer?
To become an ICT Support Engineer, 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.
What personality suits an ICT Support Engineer?
ICT Support Engineer roles tend to suit people who are highly conscientious — precise, organised and strong on follow-through (Conscientiousness 78/100) and steady under pressure — deadlines and setbacks do not rattle them easily (Emotional Stability 65/100). The traits that matter most in the role are Methodical, Problem-solver, Patient communicator and Calm under pressure. Applies systematic approaches to diagnose and resolve technical problems, ensuring thoroughness and adherence to procedures. On interests, ICT Support Engineer maps to a CRI Holland Code profile — 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.
Who does an ICT Support Engineer role suit?
An ICT Support Engineer role is usually a strong fit for these reasons. Strong Conventional and Realistic alignment: the role rewards structured problem-solving and hands-on technical work. A significant portion of the week is dedicated to deep work, focusing on diagnosing and fixing technical issues. High stakeholder exposure allows for direct impact by assisting users and improving their productivity.
What are the downsides of being an ICT Support Engineer?
ICT Support Engineer roles come with trade-offs worth weighing up. 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.
What is the work environment like for an ICT Support Engineer?
Work as an ICT Support Engineer 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 70% of the week is focused deep work.
What skills do you need to be an ICT Support Engineer?
Core skills for an ICT Support Engineer include Technical troubleshooting, Network diagnostics, Operating system support, Customer service, Problem-solving and Technical documentation.
How do you become an ICT Support Engineer?
Common entry routes into ICT Support Engineer roles include Help Desk Technician, Junior It Support and It Intern.
What career progression is there for an ICT Support Engineer?
From an ICT Support Engineer role, common next steps include Senior ICT Support Engineer and Systems Administrator; lateral moves include Network Engineer.
What is the job outlook for ICT Support Engineer roles?
The outlook for ICT Support Engineer roles is currently rated growing. Job growth is expected to be above average over the next five years.
Will AI replace ICT Support Engineer roles?
Traitstack rates automation risk for ICT Support Engineer roles at 59 out of 100, which is moderate. AI is set to handle first-tier software and network troubleshooting, enabling engineers to focus on advanced system configuration, on-site hardware issues, and intricate problem resolution. AI is most likely to take on diagnose and resolve common software application issues., troubleshoot basic network connectivity problems (lan/wan, wi-fi). and install and configure routine operating systems and peripheral devices.. Providing on-site support for physical hardware issues (desktops, printers)., resolving complex, multi-system network architecture problems. and implementing and maintaining specialized applications and devices. stay with people. Less reactive firefighting for common issues. More proactive system management and complex problem-solving. 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.