NOC 2282 – User support technicians

NOC Version: NOC 2011

Position Summary for NOC 2282 - User support technicians

The User Support Technician, under NOC 2282, in Canada, provides technical assistance and troubleshooting to end-users, ensuring smooth operation and utilization of computer systems and software applications. This role involves diagnosing and resolving technical issues via phone, email, or in-person, while also documenting solutions and providing guidance to users to enhance their proficiency with technology.

In this dynamic field, User Support Technicians are often the first point of contact for individuals seeking help with their technological concerns. They play a crucial role in assisting clients, acting as both analysts and representatives to identify and resolve issues efficiently. These technicians frequently collaborate with other IT professionals to enhance service delivery and provide comprehensive support.

Moreover, User Support Technicians are essential in the immigration process, helping newcomers integrate by providing necessary technical assistance. As agents of technological proficiency, they aid immigrants in navigating new systems and applications, ensuring a smoother transition.

Technicians also engage in proactive measures, conducting the search for potential problems and addressing them before they escalate. Their role as contact points and help providers makes them indispensable in maintaining operational continuity within various organizations.

Whether acting as an agent for troubleshooting or a representative providing guidance, the User Support Technician under NOC 2282 is a vital contributor to the technological ecosystem. Their expertise ensures that end-users can rely on effective and timely support, reinforcing the overall efficiency and productivity of the workplace.

Job Titles Specific for NOC 2282 in Canada

Technical Support Specialist
Help Desk Technician
IT Support Analyst
Desktop Support Technician
Customer Support Engineer
Computer User Support Specialist
Service Desk Analyst
Technical Support Representative
End User Computing Technician
Systems Support Technician

Main Responsibilities common for NOC 2282 in Canada

The main responsibilities of a User Support Technician under NOC 2282 in Canada typically include:

Providing technical assistance and support to end-users experiencing hardware, software, or network-related issues.
Diagnosing and troubleshooting technical problems through remote assistance, phone support, email communication, or in-person interactions.
Logging and documenting user-reported issues, including detailed descriptions of problems encountered and steps taken for resolution.
Utilizing ticketing systems or help desk software to track and prioritize support requests, ensuring timely resolution and adherence to service level agreements (SLAs).
Collaborating with other IT personnel or departments to escalate complex issues and facilitate resolution, if necessary.
Conducting user training sessions or creating documentation to educate users on software applications, system functionalities, and best practices for troubleshooting common problems.
Installing, configuring, and maintaining computer hardware, peripherals, and software applications according to organizational standards and user requirements.
Conducting periodic system checks, updates, and routine maintenance tasks to ensure the stability and security of IT infrastructure.
Assisting with user account management, including password resets, account creation, and access control measures.
Continuously enhancing technical skills and knowledge through self-study, training programs, or participation in professional development opportunities

Job Requirements for NOC 2282 in Canada

A bachelor’s degree or college diploma in computer science, information technology, or a related field, or equivalent work experience.
Proven experience in providing technical support and troubleshooting for computer systems, software applications, and network infrastructure.
Proficiency in operating systems such as Windows, macOS, and Linux, including installation, configuration, and troubleshooting.
Strong knowledge of common productivity software suites, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and collaboration tools.
Familiarity with remote desktop support tools, help desk software, and ticketing systems for incident management and resolution tracking.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to users of varying technical expertise.
Strong customer service orientation and interpersonal skills, with a patient and empathetic approach to addressing user inquiries and resolving technical issues.
Ability to work independently with minimal supervision, as well as collaboratively in a team environment, to prioritize and manage multiple support requests effectively.
Detail-oriented with a commitment to accuracy in documenting support interactions, troubleshooting steps, and resolution outcomes.
Flexibility to adapt to changing priorities, technologies, and organizational needs, with a general proactive attitude towards learning and professional development.

Median Hourly Wages by Provinces

Overall Canada: CA$26.00 per hour

Provinces:

- Alberta: CA$28.00 per hour
- British Columbia: CA$27.00 per hour
- Manitoba: CA$25.00 per hour
- New Brunswick: CA$24.00 per hour
- Newfoundland and Labrador: CA$26.00 per hour
- Nova Scotia: CA$24.50 per hour
- Ontario: CA$27.00 per hour
- Prince Edward Island: CA$23.50 per hour
- Quebec: CA$24.50 per hour
- Saskatchewan: CA$25.50 per hour

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