Work Environment
This occupation is typically found in the following Career Sector(s):
Videos & Interviews
Lorraine O'Leary, IT Support
Lorraine O'Leary is an IT Support Engineer with Lidl Ireland. She studied at IT Carlow in Computer Systems Management and IT, which included a 6-month work placement, after which she knew she had chosen the right career path. She is currently looking into completing some Oracle DB administration courses.
Videos on the Web
- IT Support Engineer- from: Youtube Search
- IT Helpdesk Specialist- from: iCould [UK] Video
- IT Support- from: iCould [UK] Video
Most commonly reported Work Activities
- Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
- Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.
- Making Decisions and Solving Problems Analysing information and evaluating results to choose the best solution and solve problems.
- Organising, Planning, and Prioritising Work Developing specific goals and plans to prioritise, organise, and accomplish your work.
- Repairing and Maintaining Electronic Equipment Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
- Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
- Documenting/Recording Information Entering, recording, storing, or maintaining information in written or electronic/magnetic form.
- Thinking Creatively Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
Working Life
The problems that a computer support specialists deals with may be related to the computer itself, the organisation's network or specific applications and services.
The purchasers of the hardware and software products may ring or email with technical queries on how to install the system or how to operate the software; it is now your job to assist them with this. You may also be troubleshooting to solve technical difficulties or glitches in the systems.
In some cases, problems may be due to mistakes made by the user, in others, they may be caused by a fault in the user's computer or software, or on an organisation's network.
In some cases, agents may have to advise users to return the item concerned to the supplier for a repair or refund. In others, they may arrange for an operator or field engineer to visit the customer to find out more.
Most commonly reported Work Tasks
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Oversee the daily performance of computer systems.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Develop training materials and procedures, or train users in the proper use of hardware or software.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Further Information
- IT Support Technician- from: N.C.S. [UK]
Qualities - IT Support Engineer
As an Computer Support Specialist, you will need an interest in computers and a good knowledge of the applications concerned (though training will normally be provided).
You will need a logical, patient, methodical approach, because identifying the cause of a problem sometimes requires detective work.
Good communication skills are important, and you will need a calm, clear telephone manner. You will need to be able to explain information in simple language, as callers may not always have a high level of computer skills.
Your work environment will usually be a brightly lit and air conditioned office. You need to be able to sit still in one position for long periods using a computer for enquiries. You also need to be able to work quickly.
Interests - IT Support Engineer
This occupation is typically suited for people with the following Career Interests:
Realist
Realists are usually interested in 'things' - such as buildings, mechanics, equipment, tools, electronics etc. Their primary focus is dealing with these - as in building, fixing, operating or designing them. Involvement in these areas leads to high manual skills, or a fine aptitude for practical design - as found in the various forms of engineering.
Realists like to find practical solutions to problems using tools, technology and skilled work. Realists usually prefer to be active in their work environment, often do most of their work alone, and enjoy taking decisive action with a minimum amount of discussion and paperwork.
Investigative
The Investigative person will usually find a particular area of science to be of interest. They are inclined toward intellectual and analytical activities and enjoy observation and theory. They may prefer thought to action, and enjoy the challenge of solving problems with sophiscticated technology. These types prefer mentally stimulating environments and often pay close attention to developments in their chosen field.
Administrative
Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.
They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.
Entry / Progression - IT Support Engineer
There are many pathways to ICT support roles. People may decide to progress to the position of network engineer or other branches of programming, design, support, and development in ICT.
Springboard courses ICT skills conversion courses.
Sample Education and Training Pathways
A number of courses are available throughout the country that focus on learning and skills that may be useful for this career. The examples and links below may guide you in your research.
Further Education (FET)
Further Education & Training (FET) Courses are delivered by local ETBs, ranging in duration from several weeks up to 20 months. Courses are designed to meet the labour market needs and often include a large element of work experience.
Example search terms include: ICT, software, technology, development support comptia.
Search for FET Courses
PLC Courses (FET)
PLC courses are full-time courses, one or two years duration, with awards at Level 5 and 6 on the NFQ. They are offered nationally in Schools and Colleges of Further Education.
Example search terms include: computer, specialist, frontline tech, computer science, systems, networks, support specialist.
Search for PLC Courses
Apprenticeships:
Apprenticeships are structured work-based training programs that combine on-the-job training with classroom instruction. They run from 2 – 4 years and are open to individuals of all ages, including school leavers, those seeking a career change, and existing employees who wish to upskill.
Examples: FIT - ICT Associate Professional Network Engineer is a new IT apprenticeship-style (learn & earn) pathway to a career in the technology sector. FIT ICT AP is a ‘learning by doing’ format of ICT skills development which has been endorsed by the industry and government. This is a two-year programme during which candidates who are competent tech enthusiasts attain a Level 6 ICT and Professional Development Award.
Search for Apprenticeships
Higher Education CAO (Undergraduate)
Higher Education courses at Levels 6 to 8 on the NFQ, delivered in Universities and Technological Universities & Institutes. Courses run from 2 – 5 years and places are allocated on a points-based system, processed by the Central Application Office.
Example search terms include: arts, computer, science, information technology, business, computing, engineering, computing, software, applications, programming.
A Bachelor's degree is beneficial for career development and advancement. Relevant degree courses are available from most Institutes of Technology and a range of private colleges. Relevant subject areas include: Computer science, information technology, engineering and computer-related fields.
Search for CAO Courses
Higher Education (Postgraduate)
Postgraduate courses are courses at Levels 9 and 10 on the NFQ and usually last 1 – 2 years full time, or longer if a PhD or part time. Entrants typically require an undergraduate award (Level 8).
Example search terms include: business, computing, engineering, software.
Search for Postgraduate Courses
Professional Development
Professional development (CPD) courses are specialised training, formal education, or advanced professional learning that improves skills, professional knowledge, competency, and overall effectiveness in the professional world.
Check the Useful Contacts tab on this page to see if there are any professional bodies listed who may provide training related to this career.
Pay & Salary - IT Support Engineer
Salary Range (thousands per year)* €25k - €80k
Salaries vary by employer, role, duties, location, Multi Language capacity, and experience.
Data Source(s):
Sigmar / Morgan McKinley/ Indeed
Last Updated: March, 2024
Labour Market Updates - IT Support Engineer
Note: The following information relates to occupations that include: IT operations technicians; IT user support technicians.
This information has been derived from the Solas National Skills Bulletin (2023).
There was a strong annual average employment growth rate over the five-year period for this occupation, although employment declined in the most recent time period. Those employed are primarily male, working full-time, and three quarters hold third level qualifications. The share of non-Irish nationals, at 38%, is far above the national average.
Employment permits issued for this occupation in 2022 were for roles including community operations analysts, technical/IT support engineers and customer support. Mentions of difficult-to-fill vacancies in the Recruitment Agency Survey primarily related to technical support roles and content reviewers (with language skills required for both). The number of online job adverts, although small, remained almost unchanged in 2022; more recent data shows, however, that while IT technician postings overall grew slightly (nearly 1%) in quarter 1 2023, the number of job adverts for IT user support technicians declined.
Although issues remain in attracting people with specific foreign language skills for some roles within this occupation, the falling employment numbers and the static online job vacancies (potentially related to restructuring and a freeze on hiring in the ICT sector) suggest that there is no overall shortage for IT technicians, at least in the short-term.
Useful Contacts - IT Support Engineer
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Smart Futures
- Discover Science & Engineering, Wilton Park House, Wilton Place, Dublin, 2
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- Click Here
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ICS - The Society for Chartered IT Professionals in Ireland
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Irish Software Association
- Confederation House, 84/86 Lower Baggot St. Dublin 2
- (01) 605 1500
- [email protected]
- Click Here
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Technology Ireland
