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IT technical support officers monitor and maintain the computer systems and networks of an organisation. They may install and configure computer systems, diagnose hardware/software faults and solve technical and applications problems, either over the phone or in person. Depending on the size of the organisation, a technical support officer’s role may span one or more areas of expertise.
Organisations increasingly rely on computer systems in all areas of their operations and decision making processes. Failure of mission-critical IT systems can lead to a complete inability of the organisation to deliver its services.
Technical support officers are sometimes known as help desk operators, technicians, maintenance engineers or applications support specialists. The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.