Who is ICT Support Engineer (ANZSCO: 263212)?

Technical issues are common in every organization whether it be fixing of the router or installation of the software application. A technical support engineer is the one who can take care of all such issues and direct the staff accordingly. Support engineers also communicate with the clients and assist them in resolving technical issues. Providing tech support services can be beneficial for an organization to ensure that the customers are facing no issues in their products. Hence an ICT support Engineer plays a major role in preventing business loss of a company.

Support Engineers who want to migrate to Australia must provide Recognition to Prior Learning (RPL) Report explaining their learning curve in the ICT field. The ACS (Australian Computer Society) assesses the report for ICT professionals. Australia and New Zealand Standard Classification of Occupations (ANZSCO) is a system that sets the guidelines related to the occupation and educational qualifications of ICT Support Engineers that they must adhere to if they want to migrate to Australia.

Job Description of ICT Support Engineer (ANZSCO: 263212)

The ICT Support Engineer job description is provided by ANZSCO. Hence the applicants must match their current job description with that mentioned under the ANZSCO occupation code 263212 before preparing their RPL report.

A support engineer must have the ability to take responsibility for the issues that are being faced by the customers and hence should resolve them accordingly. Their job mainly involves diagnosing, identifying, resolving and analyzing technical issues. They might have to resolve issues that are being faced by a customer who is at a remote location. Hence they should be prepared on how to assist them via phone, email, text messages, or video chats.

Support engineers also have to provide with descriptive solutions and usage guidelines in form of instruction manuals and written instructions. They are often asked to provide with ways how the company can improve its performance and quality of the products. They are required to develop procedures for operating systems and application development along with diagnosing the technical issues.

Roles and Responsibilities of ICT Support Engineer (ANZSCO: 263212)

The job role of an ICT Support Engineer revolves around one main goal that is keeping the systems of an organization running. The applicants must make note of all the things that they have been doing as a support engineer and then should compare their job duties with that mentioned by the ANZSCO. The employment duties of an ICT Support Engineer by ANZSCO include the following –

• Identifying the risks that are involved in implementing the systems as per the guidelines and quality standards
• Monitoring the performance of the computer systems on a regular basis to ensure that there are no issues
• Researching and identifying the solutions of the software and hardware issues that may arise
• Asking accurate and relevant questions from the customers so as to find the correct solutions to the problems that the customers are facing
• Communicating with the clients/ customers via emails, phone calls, chat or other means
• Providing technical guidance to the employees and training them for using software applications
• Assessing the current systems being used in the organization and recommending the hardware and software strategies that can be used in the future
• Preparing the technical documents such as instruction manuals, operation guides, technical specifications, technical reports and marinating the inventory systems

Qualifications Required for ICT Support Engineer (ANZSCO: 263212)

The educational requirements for an ICT Support Engineer include a bachelors or higher degree in a relevant field such as computer science or electrical engineering. If an applicant has no formal education, they must be able to demonstrate a work experience of at least 5 years. Sometimes the assessing authority might require work experience or training in addition to the formal qualifications.

Skills Required for ICT Support Engineer (ANZSCO: 263212)

The main employers for support engineers are businesses based on computer systems designing and other related services, telecommunications companies, trading companies, administrative services, banks and educational institutions. Hence, as per ANZSCO, ICT Support Engineers have a good scope of job opportunities in Australia. But to ensure their capabilities, the applicants should ensure that they have the following skills –

• Ability to communicate technical issues
• Good listening abilities
• Flexibility regarding work timings
• Time management to ensure every issue has been resolved on time
• Ability to learn new technologies
• Ability to deal with clients in a patient manner
• Problem-solving skills so as to come up with the right solution to a technical problem

The technical skills expected from 263212 ICT Support Engineers as per ANZSCO include the following:

• Operating Systems
• Software Testing
• Computer Programming (Java, JavaScript, C, C++)
• Microsoft SQL
• Server Administration
• Project Management
• Software Engineering
• Computer Science
• Information Security
• Computer Organization