IT support.

The tasks of an IT support professional include:

• providing technical support: as an IT support professional, your primary role is to provide technical support to users on various software and hardware problems. You provide telephone support to external users and help them resolve connectivity problems or computer systems issues. You also offer operating system (OS) or application support in person. If an employee has a problem accessing the system, you diagnose and resolve the issue.
• maintaining help desk tracking software: when you provide IT support to external users, you manage clients through a help desk tracking system. Your job is to input the problem into the help desk and track the case as it's escalated to the relevant support teams.
• acting as a department resource during emergencies: you are the primary departmental resource when the computer system crashes or the company has network connectivity issues. Your job is to dispatch technicians to various departments affected by network glitches. You also send notifications and emails to the workers and inform them of the waiting time for resolution.
• diagnosing and troubleshooting network outages: as an IT support, you work closely with the network administration team to maintain a company's network. Your job is to diagnose and troubleshoot outages and maintain network configuration for users. During maintenance, you check for server and router issues to ensure they are working correctly.
• creating technical documentation: as an IT support, you create the documentation and procedures to be followed during technical support situations. The documentation will be used to train other support teams and ensure high-quality support.

IT support professionals work in dynamic work environments. While you spend considerable time providing telephone support from your desk, your role also involves moving around. Sometimes, you install computer systems, networking devices or servers that may be located in tight and poorly lit spaces. Being physically fit helps you move computer components and heavy peripherals. When you work in an IT consultancy firm, the role involves travelling to solve computer problems at clients' premises. You can also work remotely and provide telephone support.

Depending on your employer and the industry you work in, your colleagues might include cloud engineers, customer service officers and data analysts. You might also be working in close proximity to systems administrators and service desk analysts, as well as other specialists that could include, but not be limited to, software engineers, web developers and software developers.

In a full-time position, IT support professionals work regular office hours, from 9 am to 5 pm. You may work extra hours during installation or system upgrades. Sometimes, you are called in over the weekend to resolve issues that arise in computer systems. In companies that provide round-the-clock support, you are likely to work in shifts, including night and early morning shifts. Part-time work is available, or you can work on short-term contracts.

As an IT support professional, you progress from 1st to 2nd and 3rd line support as you improve your skills. Since you offer general support in all IT-related issues, you can specialise in one area of expertise and become a network technician, desktop support, hardware maintenance technician or software applications analyst. Other opportunities for career progression involve taking up managerial roles.

Finding your IT support job through Randstad provides important advantages such as:

• a wide variety of training and development opportunities
• an experienced contact person to provide help if needed
• a range of opportunities in your area
• get paid weekly or monthly, depending on the job
• temporary and permanent contracts

Want a permanent contract? A temporary job as an IT support is often a stepping stone to an attractive permanent job. Thousands of people earn a permanent contract every year with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too.

You require an IT qualification to work in IT support in Australia. Pursue a diploma in information technology or a bachelor's degree to gain the relevant skills. Some employers require industry-recognised certification like CompTIA A+. If you provide hardware support to customers, register with the Australian Computer Society.

As a level 1 IT support technician or officer, you help customers or clients with IT-related issues. You answer customer questions on various platforms and help them resolve their problems. You guide the customer through the solution. If it's a complex IT issue, you escalate it to level 2 or 3 support and follow up to ensure the customer receives prompt assistance.

IT support is not a difficult job, but it requires great composure and patience when handling customers or clients. Some users make the same mistakes and expect you to resolve the issue every time. Other customers require additional help in performing basic tasks on their computers.

IT jobs are in high demand in Australia, and the projected job growth rate for IT support over the next five years is 17.4%. However, with the evolving industry landscape, it is important to update your skills to keep up with the latest trends.

As an IT support, you start in 1st line support and progress to higher positions. In IT support, level 3 support is the highest tier. However, some companies have level 4 IT support technicians who usually operate externally.

Applying for an IT support job is easy: create a Randstad profile and search our job offers for vacancies in your area. Then send us your CV and cover letter. Need help with your application? Check out all our job search tips here.