IT support technician

Career path and progression

With experience, you could become a senior IT support technician, IT project manager or departmental manager.

With further training, you could work in other technical roles, such as:

• network engineer
• database administrator
• systems analyst
• IT security co-ordinator

You could also work as a freelance IT contractor or consultant.

What it takes

Skills and knowledge

You'll need:

• knowledge of computer operating systems, hardware and software
• analytical thinking skills
• the ability to work well with others
• customer service skills
• to be thorough and pay attention to detail
• excellent verbal communication skills
• to be flexible and open to change
• the ability to use your judgement and make decisions
• to have a thorough understanding of computer systems and applications

Related subjects

Most relevant

• Computer Science - IT support technicians need a deep understanding of how computer systems work, including operating systems, networking protocols, and software architecture. This knowledge helps them diagnose faults, configure systems, and understand why problems occur rather than just following a checklist of fixes.
• Mathematics - IT support technicians use maths when working with binary, IP addressing, subnet calculations, and data storage capacities. Logical and systematic thinking – skills developed through maths – are also essential when methodically diagnosing technical problems.

Also relevant

• Physics - IT support technicians work with hardware components, cabling, and networking equipment, all of which rely on principles of electricity and signal transmission. Understanding how circuits, electromagnetic signals, and power systems work helps when troubleshooting hardware faults and connectivity issues.
• Electronics - IT support technicians regularly check and maintain hardware such as printers, projectors, and cabling. Understanding electronic components and how circuit boards function helps when diagnosing hardware failures and deciding whether equipment can be repaired or needs replacing.
• English Language - IT support technicians spend a lot of their time communicating with non-technical users, explaining problems and solutions in plain language. They also write up records of issues and solutions in tracking systems and knowledge bases, so clear and precise writing is important.
• Business - IT support technicians work within organisations and need to understand how technology supports business operations. Those who progress into IT project management, consultancy, or freelance contracting also benefit from understanding how businesses are structured and how to manage clients.