If you work in IT Technical Support you will be responsible for installation and configuration of computer systems, detecting hardware and software problems, and solving technical issues both over the phone and face to face to maintain an organisation's computer systems.
Once programmes, databases, systems and networks are installed, an IT team usually takes on the role of supporting them. There are a large variety of roles in this area of service provision: supporting users, operations or infrastructure.
All large companies will have a helpdesk, which staff can contact for help with computer problems and queries. Behind the scenes, other IT professionals are ensuring the organisation’s network is functioning correctly. Others could be administering a database, which could, for example, list all the company’s contacts, or collate market data needed by staff.
There are normally 3 levels of IT Technical support:
1st Line - Helpdesk - Resolving user application problems, creating user accounts etc - minimal IT qualifications required.
2nd Line - Client Systems - Resolving OS and Hardware issues on client PCs. Also responsible for software installs. Good knowledge required.
3rd Level (Backoffice) - Server/Network Systems - Resolving Server/Network issues be it hardware, OS or software. Includes all forms of Servers (Infrastructure to Business) and Network devices and connections. Detailed knowledge required.