HOW TO HIRE

IT Support Technician

Complete with job descriptions, skill profiles and interview templates. Use this IT support technician hiring guide to help you make the right decisions, fast.

HIRING GUIDES

What does an IT Support Technician do?

As part of the wider IT team, an IT support technician helps to maintain computer networks within an organization. This is through regular maintenance of network infrastructure, as well as responding to internal technical queries.

IT support technicians help to monitor and maintain systems, install and configure software and hardware, and troubleshoot any related issues. Some IT support technicians are required to do shift work to meet the needs of their employer.

Day to day tasks of an IT Support Technician:

  • Set up workstations for new starters, with all required hardware and software
  • Install, configure and maintain licences on software
  • Perform scheduled maintenance and upgrades without disruption to others
  • Maintain records of activities for review and audit
  • Respond to and resolve internal help desk requests

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IT SUPPORT TECHNICIAN

As a role that directly impacts the ability of others to carry out their role, it’s important that IT support techs are both technically competent and able to adapt and respond to business needs.
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BUILD THE IDEAL CANDIDATE PROFILE

Skills needed for an IT Support Technician

IT support technicians may hold a tertiary qualification in computer science or engineering. However, a formal education is not always required for this role, and many technicians hold valuable on-the-job experience. There are some common skills required for this position.

Technical competency is by far the most critical factor of this role. IT support technicians must have knowledge of relevant computer software and hardware, as well as networks and operating systems.

Additionally, as they frequently respond to internal support requests, IT support technicians must have excellent problem solving skills, and the ability to prioritize multiple tasks. A keen eye for detail is also essential.

How to write an IT support technician job description

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. Here’s what to include in an IT support technician job description:

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Job Title: An overview of the role’s day-to-day activities, and how the position contributes to the organisation.

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Summary: What makes your company unique? What would it be like to work for you?

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Responsibilities: An overview of the role’s day-to-day activities, and how the position contributes to the organisation

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Requirements: Skills a candidate must have to perform the job successfully.

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Benefit: Details of compensation, benefits and any perks on offer.

PRO TIP #1
As this is a highly technical role, it is important to include any particular competencies this role requires. This might include listing the operating systems, network configurations or software that the support technician needs to be able to work with.

PRO TIP #2
Ensure that the entire recruitment process from job description to assessment to interview reiterates your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.

Sample skill tests for an IT Support Technician

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Question 1

Technical Competency

Question Type: Text

You are the Principal Network Architect for a large service provider that is deploying a private cloud.
You are given a Class A IP address which you need to subnet.
Complete the following spreadsheet with the appropriate subnets:

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Question 2
Technical Competency
Question Type: Text

How would you go about creating a CNAME record on AWS Route 53 DNS?
How does the approach differ from a typical DNS server?

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Question 3
Communication
Question Type: Video

Record a short video explaining what is the difference between an IPSec VPN and an SSL VPN? Which is more secure and why?

INTERVIEW TOP PERFORMERS

How to interview an IT Support Technician

This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low - Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.

DOWNLOAD GUIDE
Download the PDF interview guide to complete the hiring process. 

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