NKPD code: 3512
Information and communications technology user support technicians provide technical assistance to users, directly or by telephone, e-mail or other electronic means, including diagnosing and resolving issues and problems with software, hardware, computer peripheral equipment, networks, databases and the Internet, and provide guidance and support in the deployment, installation and maintenance of systems. Information and communications technology user support technicians perform the following main tasks: • answering user enquiries to resolve problems with software and hardware operation; • entering commands and monitoring system functioning to detect possible failures and errors; • installing and performing minor repairs to hardware, software and peripheral equipment in accordance with specifications; • monitoring the day-to-day operation of information and communications systems; • setting up equipment, cabling, operating systems and appropriate software for staff use; • maintaining records of daily data communication transactions, problems and remedial actions taken, and installation activities; • emulating or reproducing technical problems encountered by users; • researching and implementing solutions by consulting user guides, technical manuals and other documents. Examples of occupations in this unit group: – Computer technician, databases – Computer technician, computer systems analysis – Operator, user support – Operator, software installation