TITRE PRO Computer assistance technician| rncp37681

The IT support technician is the point of access to the IT teams for users, and communicates with them remotely or live. He listens to the user, questions him and, if necessary, rephrases his observations in order to gather the information needed to qualify the problem and ensure its resolution whenever possible. He adapts his vocabulary, explanations and elocution to the user, and takes account of any disabilities. Depending on the context, he/she can also make the user aware of good IT security practices.

In all their activities, the IT support technician applies a structured problem-solving approach, and systematically uses tests to ensure the correct outcome of the intervention. They search for information in technical manuals, including in English (level A2 of the Common European Framework of Reference for Languages (CEFR)). Uses knowledge bases available in-house or on the Web (Google search, publisher documentation, etc.).

From a request for assistance, the IT support technician creates an incident ticket and qualifies the request according to its impact and urgency. They process the request remotely or on site, and escalate it if necessary. Using the asset management software, he/she inventories IT equipment, carries out preventive maintenance and updates the asset management system. To diagnose a hardware or software malfunction, he/she uses the appropriate test tools, resolves the malfunction, ensures that the hardware and software are working properly, or proposes an appropriate solution.

The IT support technician installs, configures or upgrades digital equipment and peripherals to adapt the workstation to the user's needs. As part of a planned operation or at a user's request, they install an operating system or deploy a master and check that the installation is working properly. They update and personalize the user's system environment. The IT support technician identifies and selects hardware and components according to the user's requirements; he adds or exchanges components, and checks that they work properly so that the workstation is operational. They ensure the physical security of equipment, update security tools and contribute to the confidentiality of data on digital equipment.

The IT support technician works on a company's network equipment or network services, at both physical and logical levels. They ensure continuity of service and respect the deadlines set out in the service contract. They install and parameter network equipment and configure network services in compliance with procedures and the existing addressing plan.

The IT support technician configures the firewall on user workstations. Configures the user's VPN connection to access the corporate network. Configures and secures a wireless network according to the existing network architecture, in order to extend the network. During a planned operation, and taking into account the existing Active Directory domain, the IT support technician integrates a workstation or printer into the domain. He creates or deletes a user account and assigns or modifies access rights to shared resources.

The job is carried out within the service center of a digital services company (ESN), a company, an administration or a local authority. The IT support technician must respect deadlines and intervention times.
Concerning the respect of service commitments made to users. Technicians manage their priorities according to criticality and service commitments. They may be required to work on-call. They work as part of a team, under the responsibility of the technical manager or service center supervisor.
Their main contacts are the technical manager, the service center supervisor, the staff of the company or department requesting the intervention, and the users.