RECRUITMENT GUIDE​

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.

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.

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

Day to day tasks of a Call Center Agent

  • 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

RECRUITMENT GUIDES

comprehensive recruitment guides for the most common jobs to help you identify the best candidates.

Recruitment Process

Understand the Role

Review the skills profile

To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, what it contributes to the organization, and the skills needed.

Understand the Role

Skills Assessment

Selecting the ideal candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customise one for your organization. 

Skills Assessment

Interview

Interview Top Performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview. 

Interview

SOURCE APPLICANTS

Skills profile for 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.

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. ​

SOURCE APPLICANTS

Skills profile for IT Support Technician

A call center agent must be customer-focussed and empathetic. Because each call is different, a call center agent needs to have skills in resilience and learning agility. They must also have exceptional written and verbal communication skills.

Summary

  • 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

Requirements

  • 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

Responsibilities

  • Set up workstations for new starters, with all required hardware and software
  • Install, configure and maintain licences on software

PRO TIP #1
For entry-level roles, you’re likely to receive a larger number of applications than you would for a senior position. Ensure you provide details about what it’s like to work for your company, and what your company values are so applicants know whether your company is the right fit for them.

PRO TIP #2
Since there is a broad range of duties under the title of call centre agent, spend some time outlining exactly what’s expected in this section. Think about the role and your business. Does this call centre agent need some sales skills? Do you have a highly technical product that requires some coding or database skills for the role? This will help both you and the applicant save confusion down the line.

PRO TIP #3
In building your candidate profile, you’ve already identified what skills are needed to be successful in the role. Here’s where to list your “must-have” skills and maybe a couple of “nice-to-have” skills. For example, a call centre agent must have exceptional communication skills, but it might be nice to hire someone that has previous experience with your software or product.

SKILL ASSESSMENT

Sample skills assessment

Question 1
Attention-to-detail
Question Type: Text

Please listen to the below call recording and summarise the key pieces of information. Please note the time limit on the question.

Question 2
Learning Agility
Question Type: Text

Describe a time when you learned a new skill or gained a new kind of ability in your job. What was the task, and how did you learn the new skill? How did you use the task on the job?

Question 3
Resilience
Question Type: Video

You have just started your day and so far, 4/4 calls have been angry, irate customers that have personally blamed you for their orders being wrong. You are about to pick up the call to the next customer, how do you feel? What is your tone coming into this call?

Under the Hood
Omer Molad

We did a real job audition: part two

Back in April, I wrote about a real job audition we did. Old school, no technology, no efficiency. We agreed the terms upfront – one

Join these companies already hiring great people with Vervoe.

Vervoe customer WalMart
Vervoe customer Australia Post
Vervoe customer KForce
Vervoe customer FDM
Vervoe customer Omnicom
Vervoe customer TriNet
Vervoe customer Myob