目錄
簡介 Intro
本組的技術人員對遇到計算機硬件和計算機應用及通信軟件困難的計算機用戶提供一線技術支持。他們受僱於計算機硬件製造商和零售商，軟件開發，呼叫中心和整個私營部門和公共部門的信息技術單位。該組中的技術人員還受聘於獨立的技術支持公司，或者他們可能成為自僱人士。
Technicians in this group provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software. They are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the private and public sectors. Technicians in this group are also employed by independent technical support companies or they may be self-employed.
隨著經驗積累，可能晉升到計算機編程，互動媒體開發，Web開發或系統分析。
Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.
主要職責 Main Duties
- 遠程或親自與遇到困難的計算機用戶溝通，確定和記錄遇到的問題
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- 參考用戶指南，技術手冊和其他文件，研究和實施解決方案
- Consult user guides, technical manuals and other documents to research and implement solutions
- 模擬或再現用戶所遇到的技術問題
- Emulate or reproduce technical problems encountered by users
- 就確定的困難，為用戶提供諮詢和培訓
- Provide advice and training to users in response to identified difficulties
- 針對確定的困難為用戶提供業務系統，網絡和上網支持
- Provide business systems, network and Internet support to users in response to identified difficulties
- 收集，整理和保留一個問題和解決方案日誌，以備其他技術支持分析師使用
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- 參與重新設計應用程序和其他軟件
- Participate in the redesign of applications and other software
- 可以監督本組其他技術支持人員。
- May supervise other technical support workers in this group.
任職要求 Employment Requirements
- 通常需要完成計算機科學，計算機編程或網絡管理程序的大學課程。
- Completion of a college program in computer science, computer programming or network administration is usually required.
- 通常需要計算機編程或網絡管理的學院或其他課程。
- College or other courses in computer programming or network administration are usually required.
- 一些雇主可能會要求軟件供應商所提供的認證或培訓。
- Certification or training provided by software vendors may be required by some employers.
所有職稱 All Titles
- 分析師，系統技術支持 analyst, systems technical support
- 呼叫中心代理 – 技術支持 call centre agent – technical support
- 客戶支持代表 – 系統 client support representative – systems
- 計算機幫助台代表 – 系統 computer help desk representative – systems
- 計算機幫助台主管 computer help desk supervisor
- 硬件安裝技師 hardware installation technician
- 硬件技術支持分析師 hardware technical support analyst
- 幫助台代理，技術 help desk agent, technical
- 幫助台系統分析師 – help desk analyst – systems
- 幫助台主管，電腦 help desk supervisor, computer
- 幫助台技術經紀人 help desk technical agent
- 幫助台技術員 help desk technician
- 安裝技術員，硬件 installation technician, hardware
- 安裝技術人員，軟件 installation technician, software
- PC（個人電腦）支持分析師 PC (personal computer) support analyst
- 軟件安裝技師 software installation technician
- 軟件技術支持分析師 software technical support analyst
- 主管，技術支持 supervisor, technical support
- 系統支持代表 systems support representative
- 系統的技術支持分析師 systems technical support analyst
- 技術幫助台代理 technical help desk agent
- 技術支持分析師 – 系統 technical support analyst – systems
- 技術支持主管 technical support supervisor
- 用戶技術支持人員 user support technician
不包括職稱 Exclusions
- 計算機網絡技術人員 Computer network technicians 2281
- 計算機程序員和互動媒體開發 Computer programmers and interactive media developers 2174
- 信息系統分析師和顧問 Information systems analysts and consultants 2171
- 信息系統測試技術員 Information systems testing technicians 2283