User support technicians

National Occupation Code (NOC): 2282

Technicians in this unit group provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software. They are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the public and private sectors. Technicians in this unit group are also employed by independent technical support companies or they may be self-employed.

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Job Duties for User support technicians

User Support Technicians communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced. User Support Technicians consult user guides, technical manuals, and other documents to research and implement solutions. They emulate or reproduce technical problems encountered by users and provide advice and training to users in response to identified difficulties. User support Technicians also provide business systems, network, and Internet support to users in response to identified difficulties and collect, organize, and maintain a problems and solutions log for use by other technical support analysts.

Working Conditions for User support technicians

User Support Technicians may provide services 24 hours a day or over an extended work day that includes working shifts. User Support Technicians normally work in an office or call centre where they field calls and emails from staff or clients. The use of well-designed work stations and safe work procedures can minimize the risks of eye, back, and hand and wrist strain or injury.

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