Be part of the
lifeblood of computers

Duties

Including but not limited to:

•Helpdesk technicians are responsible for responding to support requests from customers or employees. This can be done via phone, email, or in person.

•Troubleshoot technical issues and provide solutions for common problems such as network connectivity issues, hardware and software issues, or printer problems.

•You must be able to diagnose software and hardware issues and provide solutions to end-users.

•You may be responsible for providing training and guidance to end-users to help them better understand the software and hardware they are using.

•Be responsible for maintaining and updating systems, including installing patches and software updates.

•Must document support requests, including the problem and the solution, so that they can be used as a reference for future support requests.

•Provide excellent customer service to end-users, ensuring that they feel supported and valued.

Overall, IT Helpdesk/ Technical Support professionals play an important role in providing technical support and maintaining the IT infrastructure of an organisation.

Prerequisite Skills

Technical knowledge: A strong foundation in computer hardware, software, networking, and troubleshooting skills is essential for IT Helpdesk/ Technical Support professionals.

Customer service skills: You should possess good customer service skills, such as patience, active listening, and empathy to deal with customers in a professional and friendly manner.

Problem-solving skills: The ability to identify and solve problems quickly and efficiently is a critical skill.

Certifications: You may also benefit from industry-standard certifications such as CompTIA A+ and CompTIA Network+.

Duties

Including but not limited to:

•Developing project plans, including timelines, budgets, resources, and scope.

•Coordinating and managing project activities, resources, and budgets to ensure successful project completion.

•Identifying and managing risks associated with the project, including mitigation plans to minimise impact.

•Communicating and managing expectations with stakeholders, including project sponsors, clients, and team members.

•Assigning tasks and resources to team members to ensure the project is completed on time and within budget.

•Tracking project progress, identifying deviations from the project plan, and making necessary adjustments to keep the project on track.

•Ensuring the quality of project deliverables, including reviewing work products and implementing quality control processes.

•Preparing and presenting project status reports to stakeholders, including progress, issues, and risks.

•Building and managing a high-performing project team, including coaching, mentoring, and providing feedback.

Prerequisite Skills

Strong project management skills are essential, including the ability to plan, execute, monitor, control and close a project.

Certifications: A project management certification such as PRINCE2 or AgilePM can be beneficial.

Duties

Including but not limited to:

Duties

Including but not limited to:

•Providing Responding to technical issues and troubleshooting problems reported by end-users via phone, email, or other communication channels.

•Recording all interactions with end-users in a ticketing system, including issue descriptions, troubleshooting steps, and issue resolution details.

•Working with end-users to diagnose and resolve technical issues, either by providing instructions over the phone or by remotely accessing the user’s computer.

•Escalating issues to higher-level support personnel if the issue cannot be resolved at the IT Service Desk level.

•Assisting end-users with software installation and upgrades, ensuring that software is properly licensed and configured.

•Providing training and instruction to end-users on how to use various software applications, devices, and systems.

•Monitoring the performance of computer systems and networks, identifying and addressing potential issues before they cause problems for end-users.

Prerequisite Skills

A good understanding of computer hardware, software, and networking is crucial. This includes knowledge of operating systems, productivity software, network infrastructure, and security protocols.

An IT Service Desk professional must be able to analyse complex technical problems and develop effective solutions to resolve them.

Clear and effective communication is essential in an IT Service Desk role. You must be able to communicate technical information to end-users in a clear and concise manner.

Must be able to provide a high level of customer service, ensuring that end-users feel valued and supported.

You must be able to manage your time effectively, prioritising tasks and ensuring that all issues are resolved in a timely manner.

You often have to work in high-pressure environments, dealing with a large volume of technical issues and end-users with varying levels of technical knowledge, this can be stressful and so patience is required.

Certifications such as our Become an IT Service Desk Analyst could also be really beneficial to fully understand the role and make you stand out from other candidates.

Duties

Including but not limited to:

•Working with clients to understand their business needs and objectives, and identifying areas where IT solutions can help.

•Providing advice and guidance to clients on how best to use technology to achieve their business goals, and developing strategic plans for implementing IT solutions.

•Assessing clients’ existing IT systems and infrastructure, identifying areas for improvement, and making recommendations for upgrades or replacements.

•Developing detailed project plans for IT implementations, including timelines, budgets, and resource requirements.

•Overseeing the implementation of IT solutions, including hardware and software installations, network configurations, and security measures.

•Providing training and support to clients on how to use new IT systems and technologies, and addressing any technical issues that arise.

•Building and maintaining relationships with vendors and suppliers, and negotiating contracts and service level agreements.

•Staying informed about the latest IT trends and developments, and advising clients on how they can leverage new technologies to stay competitive.

Prerequisite Skills

IT consultants must have strong technical skills and knowledge in areas such as networking, programming, cybersecurity, cloud computing, database management, and software development.

Must be able to analyse complex technical problems and develop effective solutions to resolve them.

Clear and effective communication is essential in an IT consulting role. You must be able to communicate technical information to clients in a clear and concise manner, as well as work collaboratively with other team members.

You must have a strong understanding of business operations and goals, and be able to align technical solutions with business objectives.

IT consultants must be able to manage projects effectively, including developing project plans, tracking progress, and managing resources.

Must be able to analyse data and identify trends, as well as interpret complex technical information.

Be able to adapt to new technologies and work environments, as well as manage multiple projects and priorities.

Qualifications in the following could give you an advantage over other candidates when searching for a job:

Certified Information Systems Security Professional (CISSP): A certification which demonstrates expertise in cybersecurity.

Project Management Professional: A certification offered by APMG International, which demonstrates expertise in project management.

ITIL Foundation: A certification which demonstrates expertise in IT service management.

Duties

Including but not limited to:

•Network Architects are responsible for designing and implementing network solutions that meet the business needs of the organisation. This includes selecting hardware and software components, configuring and testing network systems, and ensuring network security and reliability.

•Monitor network performance to identify and resolve issues and ensure optimal network performance. They use tools such as network analysers and performance monitoring software to track network performance metrics and identify bottlenecks or other issues.

•Manage the network infrastructure of the organisation, including switches, routers, firewalls, and other network devices. They ensure that the network infrastructure is properly configured, secure, and maintained.

•Network Architects provide technical guidance and support to other IT staff members, including network administrators and support technicians. They may also provide guidance to other departments within the organisation, such as software development teams or business units.

•Conduct research on emerging network technologies and stay up-to-date on industry trends and best practices. They may also attend conferences, webinars, or other professional development events to stay current in their field.

Prerequisite Skills

Most Network Architects have a degree in computer science, information technology, or a related field. A Bachelor’s degree is usually required, although some employers may prefer or require a Master’s degree.

Typically Network Architects have several years of experience working in IT, with a focus on network infrastructure and architecture. They may have worked in roles such as network engineer or network administrator before transitioning to a Network Architect role.

You must have a strong understanding of network technologies and protocols, as well as experience with network design and implementation. You should be familiar with hardware and software components, network security and authentication, and routing and switching protocols. Knowledge of cloud computing and virtualisation technologies is also becoming increasingly important.

There are several certifications that can be helpful for Network Architects, including Cisco Certified Network Professional (CCNP), Cisco Certified Design Professional (CCDP), and Certified Information Systems Security Professional (CISSP). Other certifications may be relevant depending on the specific technology or vendor the employer uses.

Network Architects must be able to communicate technical concepts to non-technical stakeholders and work collaboratively with other IT and business teams. They should have strong problem-solving skills and the ability to work well under pressure.

Duties

Including but not limited to:

•You may be responsible for identifying and resolving technical issues with communication and information systems, such as network connectivity problems, software malfunctions, or hardware failures.

•You may install and configure new hardware or software systems, as well as perform regular maintenance and upgrades to existing systems.

•Information Communication Technicians often provide technical support and assistance to users of communication and information systems, including responding to help desk tickets or phone calls, and providing guidance on how to use different systems.

•You may be responsible for monitoring communication and information systems to ensure they are operating properly, and taking action to address any issues that arise.

•You could be required to document technical procedures and processes, as well as generating reports on system performance or usage.

•Work closely with other IT professionals, such as network engineers, software developers, or database administrators, to ensure that systems are integrated and functioning properly.

Prerequisite Skills

A degree or diploma in a relevant field, such as computer science, information technology, or telecommunications, is often preferred. However, some employers may accept equivalent experience or certifications in lieu of formal education.

Information Communication Technicians must have strong technical skills, including knowledge of computer hardware and software, networking protocols, telecommunications systems, and other relevant technologies.

They must be able to identify and troubleshoot technical issues, and develop creative solutions to complex problems.

Must be able to communicate technical information to non-technical users, as well as collaborate effectively with other IT professionals.

Relevant industry certifications, such as CompTIA A+ or Network+, Cisco CCNA, or Microsoft Certified Systems Engineer (MCSE), can help demonstrate technical competence and may be required by some employers.

Duties

Including but not limited to:

•Network Engineers are responsible for designing and implementing network systems, including LANs, WANs, VPNs, firewalls, and other network technologies, to meet the needs of the organisation.

•They configure and maintain network equipment such as routers, switches, and servers, and ensure that they are updated with the latest firmware and security patches.

•Network Engineers monitor the performance of network systems, identify and troubleshoot problems, and implement solutions to improve performance and reliability.

•They implement and maintain network security protocols, including firewalls, intrusion detection and prevention systems, and encryption technologies, to protect against unauthorised access and data breaches.

•Often work closely with other IT professionals, such as systems administrators and security analysts, to ensure that network systems are integrated and functioning properly.

•They document network systems, including network diagrams, IP address assignments, and configurations, to ensure that they are properly maintained and can be easily understood by other IT professionals.

Prerequisite Skills

A degree in computer science, information technology, or a related field is usually required for Network Engineer positions. Some employers may also require or prefer industry certifications such as Cisco Certified Network Associate (CCNA) and CompTIA Network+.

Network Engineers must have a strong understanding of network technologies, including LANs, WANs, VPNs, firewalls, and other network hardware and software. They should also be familiar with network protocols such as TCP/IP, DNS, DHCP, and SNMP.

Must be able to identify and troubleshoot network problems and implement effective solutions to resolve issues.

Often work with other IT professionals and must be able to communicate effectively and collaborate with others to design, implement, and maintain network systems.

Network Engineers must be familiar with network security protocols, including firewalls, intrusion detection and prevention systems, and encryption technologies, to protect against unauthorised access and data breaches.

Must be able to analyse complex network systems and use critical thinking skills to design and implement effective solutions.

Network Engineer Apprenticeships

An apprenticeship in networking can provide candidates with practical experience in configuring and maintaining network infrastructure, which is essential for a career as a network engineer. Completing an apprenticeship can help candidates develop a strong foundation in networking concepts and protocols, which are crucial for designing and implementing complex network systems. An apprenticeship can provide candidates with the opportunity to work alongside experienced network engineers, gaining insight into the field and developing valuable skills that can make them competitive candidates for network engineering roles.

Duties

Including but not limited to:

•Responding to user requests for assistance with IT systems, diagnosing and resolving technical problems, and providing guidance on how to use various software and hardware tools.

•Setting up new hardware and software, configuring networks, and ensuring that all systems are properly integrated and working together.

•Monitoring and maintaining the performance of IT systems, identifying potential issues before they become problems, and taking steps to prevent system downtime.

•Keeping up-to-date with the latest technological developments and upgrading systems to take advantage of new features and functionality.

•Helping users to learn how to use new software and hardware tools, and providing ongoing support to ensure that they are able to use these tools effectively.

•Implementing security measures to protect IT systems and data from cyber threats, and monitoring systems to identify and respond to security breaches.

•Keeping detailed records of IT systems and activities, and preparing reports on system performance, issues, and resolutions.

Prerequisite Skills

Typically, a minimum of a General Certificate of Secondary Education (GCSE) or a Scottish National Qualification (SNQ) or equivalent is required for this role. Many employers may prefer candidates with a degree in Computer Science, Information Technology or a related field, but this is not always mandatory.

You should have knowledge and experience in areas such as operating systems, network administration, databases, programming languages, and software applications. The specific technical skills required will depend on the role and the employer.

Certifications in areas such as Microsoft, Cisco, CompTIA, or other vendor-specific technologies may be preferred by some employers. Such as; Cisco Certified Network Associate (CCNA), CompTIA A+, CompTIA Security+, CompTIA Cloud+ and Network+.

Employers may prefer candidates who have prior experience working in IT support, helpdesk, or related roles. However, some roles may be entry-level and not require prior experience.

Good communication skills, problem-solving skills, ability to work in a team and customer service skills are also essential.

Duties

Including but not limited to:

•Overseeing the development, installation, maintenance, and upgrade of IT systems and infrastructure, including hardware, software, and networks.

•Hiring, training, and supervising IT staff, including help desk technicians, network administrators, software developers, and other IT professionals.

•Overseeing the planning, development, and implementation of IT projects, ensuring that they are delivered on time, within budget, and meet the required specifications.

•Developing and implementing policies and procedures to ensure the security, reliability, and integrity of IT systems and data.

•Developing and managing IT budgets, ensuring that expenditures are within budgetary constraints, and identifying cost-saving opportunities.

•Ensuring that IT systems and processes comply with relevant regulatory requirements, such as data protection, security, and privacy regulations.

•Working closely with other departments, such as finance, operations, and marketing, to ensure that IT systems and processes support the overall goals and objectives of the organisation.

•Staying informed about the latest developments in IT technology and making recommendations to senior management about how these technologies can be used to improve organisational efficiency and effectiveness.

Prerequisite Skills

A bachelor’s degree in Computer Science, Information Technology, or a related field is typically required. Some employers may prefer candidates with a master’s degree or an MBA.

Strong technical skills in areas such as network administration, cybersecurity, database management, software development, and project management are essential. The specific technical skills required will depend on the employer and the specific role.

IT Managers must have excellent leadership and management skills, including the ability to motivate and inspire team members, delegate tasks effectively, and resolve conflicts.

Employers typically require several years of experience working in IT roles, including experience in project management and team leadership.

Relevant certifications, such as Project Management Professional (PMP), Certified Information Systems Security Professional (CISSP), or Certified Information Systems Auditor (CISA), may be preferred by some employers.

Excellent communication skills, problem-solving skills, strategic thinking, and the ability to work collaboratively with other departments and stakeholders are also essential.

Duties

Including but not limited to:

•Managing and overseeing a team of network analysts and technicians who are responsible for monitoring and maintaining the organisation’s network infrastructure.

•Ensuring that the network is available, performing at optimum levels, and meeting service level agreements (SLAs) with customers and stakeholders.

•Planning and implementing network upgrades and changes, including hardware and software upgrades, network redesigns, and new network deployments.

•Troubleshooting network issues and working with the network team to resolve network problems in a timely manner.

•Ensuring that the network is secure and compliant with relevant regulatory requirements and industry best practices.

•Developing and implementing policies and procedures to ensure the security, reliability, and integrity of the network.

•Monitoring and reporting on network performance and providing regular reports to senior management and stakeholders.

•Managing relationships with third-party vendors, including negotiating contracts and ensuring that vendors meet their contractual obligations.

•Staying informed about the latest developments in network technology and making recommendations to senior management about how these technologies can be used to improve network performance and efficiency.

Prerequisite Skills

A bachelor’s degree in Computer Science, Information Technology, or a related field is typically required. Some employers may prefer candidates with a master’s degree or an MBA.

Strong technical skills in areas such as network administration, cybersecurity, database management, software development, and project management are essential. The specific technical skills required will depend on the employer and the specific role.

NOC Managers must have excellent leadership and management skills, including the ability to motivate and inspire team members, delegate tasks effectively, and resolve conflicts.

Employers typically require several years of experience working in IT roles, including experience in network administration, project management, and team leadership.

Relevant certifications, such as Cisco Certified Network Associate (CCNA), CompTIA Network+, or ITIL Foundation, may be preferred by some employers.

Excellent communication skills, problem-solving skills, strategic thinking, and the ability to work collaboratively with other departments and stakeholders are also essential.