What does a Information Technology - Contact Centre Technical Support Agent (634A) do?

Technical Support Agents work in IT contact centres and provide assistance to clients for microcomputer hardware and application software, desktop, and mobile platforms by determining and documenting problems and solutions. Agents must be able to help clients install new hardware, software, and networking components, as well as troubleshoot when issues arise

Job Related Skills, Interests and Values

  • Maintaining a safe work environment for yourself and others
  • Communicating effectively with clients, co-workers, and supervisors, both verbally and in writing
  • Demonstrating a thorough knowledge of products, computer components, and PC technology
  • Supporting clients with installation and use of various software applications
  • Using effective problem solving and logical troubleshooting techniques

What Preparation and Training Do You Need?

  • Secondary school diploma
  • Completion of 4,000-hour apprenticeship program, including on-the-job and in-school training

What's Your Future as a Information Technology - Contact Centre Technical Support Agent (634A)?

  • Fast-paced environment requiring customer service and negotiation skills
  • Opportunities to achieve promotions to supervisory or managerial positions within your organization; may also transfer skills to a future career

Wage Rate

Apprentice wage increases with skill and experience. Fully qualified agents earn an average of $29.08-$47.60 per hour, while supervisors and managers are usually salaried employees.

Self-Rating

Information Technology-Contact Centre Technical Support Agent (634A)

Ask Yourself: Yes No
Do you have strong verbal and written communication skills in both French and English?
Do you have excellent organizational and time management skills?
Do you have basic computer skills? Have you performed diagnostics and technical support before?
Are you able to follow Health & Safety guidelines?
Are you able to stand or sit for long periods of time?
Are you flexible when it comes to your work schedule?
Do you have a high degree of self-motivation?


If you checked YES to the majority of these questions, a career as Information Technology-Contact Centre Technical Support Agent (634A) may be for you!

You might want to look at these similar trades as well;

  • Customer Care Agent – Information Technology Contact Centre
  • Inside Sales Agent – Information Technology Contact Centre
  • Telecommunications Installer & Repairer
  • Network Cabling Specialist

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