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Jonathan Pugsley

Energy Manager

Sustainable Energy Authority

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  Jonathan Pugsley

Communication and team skills are probably the most important aspect overlooked.

In energy management, it is not I that saves the energy, but often it is folks on the ground using the equipment.

It is the energy managers job to educate by communication, the importance of doing the right things, savings then come as a result.

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Occupation Details

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Computer / IT Support Specialist

Job Zone

Education
Most occupations in this zone require job specific training (vocational training) related to the occupation (NFQ Levels 5 and 6 or higher), related on-the-job experience, or a relevant professional award.

Related Experience
Previous work-related skill, knowledge, or experience is required for these occupations. For example, electricians typically complete four years of training in order to perform the job.

Job Training
Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognised apprenticeship program may be associated with these occupations.

Job Zone Examples
These occupations usually involve using communication and organisational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include restaurant managers, electricians, agricultural technicians, legal secretaries, hairdressers, and web developers.

€20k > 48 
Computer/IT Support
Salary Range
(thousands per year)*
€20 - 48 
Related Information:
Helpdesk Support 20 - 48
Data Source(s):
Brightwater / Morgan McKinley / Sigmar

Last Updated: April, 2015

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
Shortage Indicator

The National Skills Bulletin 2016 reports skills shortages for:

technical support: user support with foreign language skills (German, Nordic).

12%
Occupational Category

IT User Support Technicians

Also included in this category:

IT support technicians; customer support analysts; help desk operators; system support officers

Number Employed:

5,000

Part time workers: 4%
Aged over 55: 5%
Male / Female: 78 / 22%
Non-Nationals: 29%
With Third Level: 70%
Return to List
Saves this course to your Career File if you are registered.

At a Glance... header image

Computer support specialists offer telephone, email or web-based support to people who are having problems with computer hardware or software.


Videos & Interviews header image

1Total Records: 1

Lorraine O'Leary
IT Support  

Lorraine O'Leary is an IT Support Engineer with Lidl Ireland. She studied at IT Carlow in Computer Systems Management and IT, which included a 6-month work placement, after which she knew she had chosen the right career path. She is currently looking into completing some Oracle DB administration courses.

Go to Interview  
 

The Work header image

The problems that a computer support specialists deals with may be related to the computer itself, the organisation's network or specific applications and services.  
 
The purchasers of the hardware and software products may ring or email with technical queries on how to install the system or how to operate the software; it is now your job to assist them with this. You may also be troubleshooting to solve technical difficulties or glitches in the systems.  
 
In some cases, problems may be due to mistakes made by the user, in others, they may be caused by a fault in the user's computer or software, or on an organisation's network. In some cases, agents may have to advise users to return the item concerned to the supplier for a repair or refund. In others, they may arrange for an operator or field engineer to visit the customer to find out more.

 


Tasks & Activitiesheader image

The following is a list of the most commonly reported tasks and activities for this occupation

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Oversee the daily performance of computer systems.

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Answer user inquiries regarding computer software or hardware operation to resolve problems.

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Enter commands and observe system functioning to verify correct operations and detect errors.

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Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

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Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

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Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

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Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

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Refer major hardware or software problems or defective products to vendors or technicians for service.

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Develop training materials and procedures, or train users in the proper use of hardware or software.

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Confer with staff, users, and management to establish requirements for new systems or modifications.

Work Activities header image

The following is a list of the most commonly reported work activities in this occupation.

bullet

Updating and Using Relevant Knowledge:  Keeping up-to-date technically and applying new knowledge to your job.

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Interacting With Computers:  Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

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Communicating with Supervisors, Peers, or Subordinates:  Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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Organizing, Planning, and Prioritizing Work:  Developing specific goals and plans to prioritize, organize, and accomplish your work.

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Establishing and Maintaining Interpersonal Relationships:  Developing constructive and cooperative working relationships with others, and maintaining them over time.

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Getting Information:  Observing, receiving, and otherwise obtaining information from all relevant sources.

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Thinking Creatively:  Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

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Identifying Objects, Actions, and Events:  Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

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Making Decisions and Solving Problems:  Analyzing information and evaluating results to choose the best solution and solve problems.

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Processing Information:  Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.


Knowledge header image

The following is a list of the five most commonly reported knowledge areas for this occupation.

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Computers and Electronics:  Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

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Customer and Personal Service:  Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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English Language:  Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

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Telecommunications:  Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

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Clerical:  Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.


Skillsheader image

The following is a list of the most commonly reported skills used in this occupation.

bullet

Reading Comprehension:   Understanding written sentences and paragraphs in work related documents.

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Active Listening:   Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Speaking:   Talking to others to convey information effectively.

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Critical Thinking:   Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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Instructing:   Teaching others how to do something.

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Monitoring:   Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

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Writing:   Communicating effectively in writing as appropriate for the needs of the audience.

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Service Orientation:   Actively looking for ways to help people.

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Coordination:   Adjusting actions in relation to others' actions.

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Active Learning:   Understanding the implications of new information for both current and future problem-solving and decision-making.

Personal Qualitiesheader image

As an Computer support specialist, you will need an interest in computers and a good knowledge of the applications concerned (though training will normally be provided).  
 
You will need a logical, patient, methodical approach, because identifying the cause of a problem sometimes requires detective work.  
 
Good communication skills are important, and you will need a calm, clear telephone manner. You will need to be able to explain information in simple language, as callers may not always have a high level of computer skills.  
 
Your work environment will usually be a brightly lit and air conditioned office. You need to be able to sit still in one position for long periods using a computer for enquiries. You also need to be able to work quickly.


Further Informationheader image

A detailed description of this occupation can be found on a number of online databases. Follow the link(s) below to access this information:

Note: you will be leaving the CareersPortal Site

Go..IT Helpdesk Specialist - from:  iCould [UK] Video
Go..IT Support - from:  iCould [UK] Video
Go..IT Support Technician - from:  N.C.S. [UK]

Related Occupationsheader image

Contactsheader image

bullet

Organisation: Smart Futures
  Address: Discover Science & Engineering, Wilton Park House, Wilton Place, Dublin, 2
  Tel: (01) 607 3171
  Email: Click here
  Url Click here

bullet

Organisation: ICS - The Society for Chartered IT Professionals in Ireland
  Address: 87-89 Pembroke Road, Dublin 4
  Tel: (01) 644 7820
  Email: Click here
  Url Click here

bullet

Organisation: Irish Software Association
  Address: Confederation House, 84/86 Lower Baggot St. Dublin 2
  Tel: (01) 605 1500
  Email: Click here
  Url Click here

bullet

Organisation: ICT Ireland
  Address: Confederation House, 84/86, Lower Baggot St., Dublin 2
  Tel: (01) 605 1500
  Email: Click here
  Url Click here

 

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Career Guidance

This occupation is popular with people who have the following Career Interests...


...and for people who like working in the following Career Sectors:

Computers & ICT

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Further Ed & PLC Course Suggestions
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