PROFESSIONAL CERTIFICATE IT Support Technician| rncp37681

The IT support technician serves as the point of contact between users and IT teams, communicating with them remotely or in person. They listen to the user, ask questions, and rephrase observations if necessary to gather the information needed to diagnose the problem and resolve it whenever possible. They adapt their vocabulary, explanations, and manner of speaking to the user and take into account any potential disabilities. Depending on the context, they educate the user on best practices regarding IT security.

In all their work, IT support technicians follow a structured problem-solving approach and systematically use tests to ensure that the intervention is successful. They look up information in technical manuals, including those in English (level A2 of the Common European Framework of Reference for Languages (CEFR)). They use knowledge bases available internally or online (Google searches, manufacturer documentation, etc.).

When a service request is received, the IT support technician creates an incident ticket and classifies the request based on its impact and urgency. The technician resolves the issue remotely or on-site and, if necessary, escalates the request. Using the asset management software, they inventory IT equipment, perform preventive maintenance, and update the asset management system. To diagnose hardware or software malfunctions, they use appropriate testing tools, resolve the issue, verify that the hardware and software are functioning properly, or propose a suitable solution.

The IT support technician installs, configures, or upgrades digital equipment and peripherals to tailor the workstation to the user’s needs. As part of a scheduled operation or at a user’s request, they install an operating system or deploy a master image and verify that the installation is functioning properly. They update and customize the user’s system environment. The IT support technician identifies and selects hardware and components based on the user’s request; they add or replace components and verify that they are functioning properly so that the workstation is operational. They ensure the physical security of the equipment, keep security tools up to date, and help maintain the confidentiality of data on digital devices.

The IT support technician works on a company’s network equipment or network services, both at the physical and logical levels. They ensure service continuity and meet the deadlines specified in the service contract. They install and set up network equipment and configure network services in accordance with established procedures and the existing addressing plan.

The IT support technician configures the firewall on user workstations. They set up the user’s VPN connection so that the user can access the company network. They configure and secure a wireless network in accordance with the existing network architecture to expand the network. During a planned operation and taking into account the existing Active Directory domain, the IT support technician joins a workstation or printer to the domain. They create or delete a user account and assign or modify access rights to shared resources.

This position is based in the service center of a digital services company (DSC), a business, a government agency, or a local government. The IT support technician is required to meet response times and resolution deadlines.
This pertains to fulfilling service commitments made to users. The technician manages their priorities based on the criticality of the issue and the service commitments that have been made. They may be required to work on-call shifts. They work as part of a team under the supervision of the technical manager or the service center supervisor.
Their main points of contact are the technical manager, the service center supervisor, the staff of the company or department that initiated the service request, and the users.