Customer Care

When a new product or service is purchased customers may require help in setting up or installing hardware and software on computers, tablets, TVs or other devices such as an iphone or smart watch. Your role would involve delivering technical information in a way that is understood by the customer to enable them to set up and use their product or resolve technical problems. This is usually delivered by telephone, online or via chat and a prompt and effective response is essential to deliver good customer service to ensure satisfied customers. Further information is available here.

Dev/Ops

Many industries are driven by market demands that require near continuous software development.  These include banking, insurance, travel, healthcare, retail and energy.  Customers and service users demand more features, usability and security.  Instead of “Waterfall” models that do all of the analysis and development up-front and then hand over to operations, DevOps integrates the development and operations teams to streamline the lifecycle into a predictable series of releases that add incremental improvements to systems and services. Further information is available here.

Software Localisation

Software localisation is the process of adapting computer software to meet the needs of non-english speaking customers, taking into account their language and culture. If you have a combination of language, computer science, IT, technical writing or translation this is a challenging and interesting career. Translation is only one part of the process and it involves a multi-disciplinary team to develop a seamless user experience (UX) to connect with multilingual customers. Further information is available here.

Technical Support

All industries rely on their operational and critical IT systems to be maintained, upgraded and repaired on a continuous basis. This is the role of the technical support professional. You work in the IT department of a company installing and configuring hardware, software and other devices, diagnosing and repairing faults and providing technical support in house. Technical support departments are often divided into first and second line support, with the more specialised queries being handled in second line support by more experienced staff. You may also work in a call centre providing technical support by telephone, online or via chat to solve customers technical issues. Further information is available here.

There are multiple pathways to join the IT sector where there are skills shortages. These options include:

• FIT Tech Apprenticeships where you learn and earn, are open to school leavers or those who wish to upskill or retrain. Further information available here.
• ICT Skillnet offers free and subsidised training, part-time & online, in critical technology skills. Further information available here.
• Springboard Courses offer free and heavily subsidised courses, including ICT skills conversion courses, to address skills shortages. Further information is available here.
• Further information on careers in Data Centres is available here
• Further information on careers in Cybersecurity is available here

Employment in ICT has increased by a third in Ireland to a new high of 174,000. Any of the routes described above will give you the opportunity to work in this dynamic, thriving sector which offers excellent opportunities for career advancement.