目录
简介 Intro
本组的技术人员对遇到计算机硬件和计算机应用及通信软件困难的计算机用户提供一线技术支持。他们受雇于计算机硬件制造商和零售商，软件开发，呼叫中心和整个私营部门和公共部门的信息技术单位。该组中的技术人员还受聘于独立的技术支持公司，或者他们可能成为自雇人士。
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.
随着经验积累，可能晋升到计算机编程，互动媒体开发，Web开发或系统分析。
Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.
主要职责 Main Duties
- 远程或亲自与遇到困难的计算机用户沟通，确定和记录遇到的问题
Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced - 参考用户指南，技术手册和其他文件，研究和实施解决方案
Consult user guides, technical manuals and other documents to research and implement solutions - 模拟或再现用户所遇到的技术问题
Emulate or reproduce technical problems encountered by users - 就确定的困难，为用户提供咨询和培训
Provide advice and training to users in response to identified difficulties - 针对确定的困难为用户提供业务系统，网络和上网支持
Provide business systems, network and Internet support to users in response to identified difficulties - 收集，整理和保留一个问题和解决方案日志，以备其他技术支持分析师使用
Collect, organize and maintain a problems and solutions log for use by other technical support analysts - 参与重新设计应用程序和其他软件
Participate in the redesign of applications and other software - 可以监督本组其他技术支持人员。
May supervise other technical support workers in this group.
任职要求 Employment Requirements
- 通常需要完成计算机科学，计算机编程或网络管理程序的大学课程。
Completion of a college program in computer science, computer programming or network administration is usually required. - 通常需要计算机编程或网络管理的学院或其他课程。
College or other courses in computer programming or network administration are usually required. - 一些雇主可能会要求软件供应商所提供的认证或培训。
Certification or training provided by software vendors may be required by some employers.
所有职称 All Titles
- 分析师，系统技术支持 analyst, systems technical support
- 呼叫中心代理 – 技术支持 call centre agent – technical support
- 客户支持代表 – 系统 client support representative – systems
- 计算机帮助台代表 – 系统 computer help desk representative – systems
- 计算机帮助台主管 computer help desk supervisor
- 硬件安装技师 hardware installation technician
- 硬件技术支持分析师 hardware technical support analyst
- 帮助台代理，技术 help desk agent, technical
- 帮助台系统分析师 – help desk analyst – systems
- 帮助台主管，电脑 help desk supervisor, computer
- 帮助台技术经纪人 help desk technical agent
- 帮助台技术员 help desk technician
- 安装技术员，硬件 installation technician, hardware
- 安装技术人员，软件 installation technician, software
- PC（个人电脑）支持分析师 PC (personal computer) support analyst
- 软件安装技师 software installation technician
- 软件技术支持分析师 software technical support analyst
- 主管，技术支持 supervisor, technical support
- 系统支持代表 systems support representative
- 系统的技术支持分析师 systems technical support analyst
- 技术帮助台代理 technical help desk agent
- 技术支持分析师 – 系统 technical support analyst – systems
- 技术支持主管 technical support supervisor
- 用户技术支持人员 user support technician
不包括职称 Exclusions
- 计算机网络技术人员 Computer network technicians [2281](2281)
- 计算机程序员和互动媒体开发 Computer programmers and interactive media developers [2174](2174)
- 信息系统分析师和顾问 Information systems analysts and consultants [2171](2171)
- 信息系统测试技术员 Information systems testing technicians [2283](2283)