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Member Contribution By:Rezwan Ashraf
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IT Support Technician (Level 1)
Provide simple trouble shooting support to employees, mainly installing drivers(display link, Targus Dock Drivers), setting up printers, networks, also provide basic hardware support for new docking system.
My job was simple and to the point. I carried around a USB stick with the necessary drivers and helped the employees who needed support.
Very little job security as it was part of a contract for just one project(Office Relocation).
A typical day would be busy at the start of the day, but work would decrease after a while as majority of the laptops would be fine and didn’t need lot of support.
I would usually start at 7am( before the employees arrived) and finish around 5:30pm
Simple problems like installing display drivers, USB 3 drivers for the new docking stations. Hardware replacement, checking connections( more frequent than one would think).
would ask my team members first, or ask my supervising engineer.
I didn’t have to make any major decisions. The problems were basic and to the point.
The toughest situation I have faced was the first day of work when the whole thing was new to me as it was my first IT job, because I am still in school. I wasn’t provided any training so I had no idea what I was supposed to do. When the first employee asked for my support I wasn’t sure what I was supposed to do, but I got around and the problems were very basic. So the toughest thing for me was not knowing what to do at the beginning.
I had to interact face to face with the company executives. It was excellent client handling or communication training.
I was very busy at the start of the day and it slowed down till lunch, and it was not busy at all after lunch.So I read books, or watched videos.
I basically provided support to all the employees in different functional areas.
I was very flexible, as this was a very basic IT role, I could roam around, and wait for people in my designated floor to come to me with any trouble.
I was part of a team, but we did our tasks individually.
I liked the simplicity of the job and the pay, but I didn’t like the fact that I was bored most of the day doing nothing.
It was very exciting at first as it was my first real hands on experience in IT field.I learned a lot from my supervisors, who were mainly Level 3 Support techs and Exec Support techs.
Good communication skills was a must, as a few of the other students got fired for not being able to communicate with the executive employees.of course basic computer knowledge and troubleshooting skills are a must.
The skills needed for this kind of job was simple computer knowledge, how to connect hardware, install drivers, setting up networks, printers, so a lot of them I learned by myself by just using my computer everyday.
.Well, I am still in school doing an IT Diploma in NZ, and the company came to school to interview students to hire for this project. So I didn’t have to be a Graduate but school definitely helped scoring this job and gain this real life experience.
I would recommend going to school to get the certificate, primarily because recruiters need to see this. MBA would be too much I guess, Bachelors would be useful, I am doing a Diploma, which is helping me, but Technical knowledge is the most required skill backed up by any certificate.
I worked for the biggest Company in NZ, because only they could afford to hire IT students to install drivers. It didn’t change my lifestyle too much, but I did learn a lot and have a sense of pride when I tell people I worked for Fonterra as an IT Tech.
No trouble like that.
Not being challenged.
I would like to change my role and make it bit more challenging in order to learn some more. I would have liked to work at the Service Desk where the Level 3 engineers were doing the Help Desk work to learn of course.
I wouldn’t have left, my contract expired.
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