IT technical support officer : Salary and conditions

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1. Job description
2. Salary and conditions
3. Entry requirements
4. Training
5. Career development
6. Employers and vacancy …
7. Related jobs

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Case studies

• Systems administrator: Mike
• Application support specialist: Lowri

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IT technical support ranges from basic PC and desktop support through to highly trained and skilled individuals maintaining enterprise global networks. The qualifications demanded and the salaries commanded will therefore vary widely from A’level to graduate level and depend on the knowledge, skills and experience required.

• PC/desk top support officer - range of typical starting salaries: £19,800 (Wales) - £30,250 (Northern Ireland), with a UK average of £24,200.
• 1st line support - average £32,970.
• 2nd line support - average £39,155.
• 3rd line support - average £58,196.
• The range of typical salaries at senior level/with experience (e.g., after 10 - 15 years in the role) varies considerably. The current average salary for a technical support manager is £55,924 (all salary data collected Oct 09).
• Due to the nature of the work, you may be expected to work shifts or be on call. It may also be necessary to work extra hours to finish a job.
• Opportunities for part-time work are not common, given the working hours in many large organisations.
• Career breaks are rare because of the need to keep up to date with the ever-changing specific software and operating systems.
• There are opportunities for self-employment in handling repairs and upgrades for home consumers or small businesses, although this market is shrinking.
• This profession is currently male-dominated, but steps are being taken to redress the balance. For events and careers advice for women who want to work in technology, go to Women in Technology
• There is often considerable pressure to work as fast as possible to deal with problems and achieve immediate results in all situations, either to ensure the minimum loss of manufacturing or customer contact time, or to enable members of staff to use their computer again.
• Considerable client contact is usually required.
• If you have responsibility for hardware or networks, you may have to lift and carry equipment and stretch to access items in awkward places. The dress code tends to be casual, reflecting the physical nature of the work, but you are expected to maintain a reasonable standard of smartness.
• Travel within a working day is sometimes needed and may be required at short notice. Overnight absence from home may be necessary and overseas travel is occasionally required.