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.

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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