Plenty of workers in the IT support field carry a vocational education and training (VET) qualification. According to Labour Market Insights, 32.4% hold either a Certificate III, Certificate IV, Diploma, or Advanced Diploma qualification. Pursuing such training is often recommended for this field, as it equips you with the essentials in IT management and client support while verifying your skills as “industry standard” for the job market.

Additionally, VET qualifications are typically highly flexible and are completed in a shorter timeframe compared to traditional degrees – quickly arming you with the job-ready skills you need to start pursuing job opportunities. AIICT is an example of training provider that offers such credentials through flexible online courses.

Apprenticeships and traineeships are also available in this field, allowing you to train on-the-job towards a qualification. Such pathways are also favoured for their ability to offer formal training while giving you a first-hand look into the actual industry and work environment.

The field of IT support is dedicated to providing a company’s users, clients, and/or customers with the assistance they need to effectively use, manage, and maintain their ICT hardware and software. Those in this profession will typically spend their time answering inquiries and support requests over the phone, through e-mails, or via instant messaging, helping diagnose and resolve technical problems. They may then compile reports about these issues for business review.

On top of remote assistance, IT support specialists may also help in physically installing and configuring a company’s hardware, software, network systems, and peripheral equipment (i.e. printers and scanners). They may also be responsible for repairing and upgrading technology as necessary, as well testing any new equipment introduced. Plenty of IT support professionals also perform regular maintenance of computer systems by monitoring their performance and assessing any potential risks or vulnerabilities.

Depending on your role in the industry, you may also be tasked with training company staff to properly use the IT tools and systems at their disposal. The sector is thus heavily client-facing, relying on workers having excellent customer service skills.

Successful IT support professionals are excellent communicators, as much of their work is focused on assisting others with ICT-related use and maintenance. Having the skills to explain technicalities in a clear, concise, and jargon-free manner is thus essential. Strong customer service skills go hand-in-hand with this, as you’ll need the patience and interpersonal skills to navigate a user’s technical problems and provide satisfactory solutions.

Thus, IT support specialists are also keen problem-solvers, and are able to approach issues in a critical, logical manner. They also have an excellent eye for detail, helping them not only break down user issues but also assess IT systems for any potential risks or security weaknesses.

Of course, a comprehensive knowledge of the field is critical. Reliable IT support workers require through expertise of computer systems and how they work, along with common solutions; emerging technologies; and when to replace or upgrade existing equipment or software.

AIICT’s IT support courses will explore all the essentials of providing ICT-related client assistance, including:

• Providing first-level, remote help desk support

• Troubleshooting IT equipment, hardware, and software

• Identifying and reporting online security threats

• Troubleshooting applications and OS users

• Server/network installation, management, and maintenance

Additionally, you’ll explore other specialised areas of cyber security and networking. The potential skills you’ll build may include:

• Network systems administration

• Introductory programming

• Cyber security risk management

• Developing simple web pages