2282 用戶技術支持人員 User Support Technicians

本組的技術人員對遇到計算機硬件和計算機應用及通信軟件困難的計算機用戶提供一線技術支持。他們受雇于計算機硬件制造商和零售商，軟件開發，呼叫中心和整個私營部門和公共部門的信息技術單位。該組中的技術人員還受聘于獨立的技術支持公司，或者他們可能成為自雇人士。

Technicians in this group provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software. They are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the private and public sectors. Technicians in this group are also employed by independent technical support companies or they may be self-employed.

2282 用戶技術支持人員頭銜范例 Example Titles

呼叫中心代理 - 技術支持 call centre agent – technical support
客戶支持代表 - 系統 client support representative – systems
計算機幫助臺代表 - 系統 computer help desk representative – systems
計算機幫助臺主管 computer help desk supervisor
硬件安裝技師 hardware installation technician
硬件技術支持分析師 hardware technical support analyst
幫助臺技術員 help desk technician
軟件安裝技師 software installation technician
軟件技術支持分析師 software technical support analyst
系統支持代表 systems support representative
技術支持分析師 - 系統 technical support analyst – systems
技術支持主管 technical support supervisor
用戶技術支持人員 user support technician

2282 用戶技術支持人員主要職責 Main duties

用戶技術支持人員執行部分或全部下列職責：User support technicians perform some or all of the following duties:

遠程或親自與遇到困難的計算機用戶溝通，確定和記錄遇到的問題
Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced

參考用戶指南，技術手冊和其他文件，研究和實施解決方案
Consult user guides, technical manuals and other documents to research and implement solutions

模擬或再現用戶所遇到的技術問題
Emulate or reproduce technical problems encountered by users

就確定的困難，為用戶提供咨詢和培訓
Provide advice and training to users in response to identified difficulties

針對確定的困難為用戶提供業務系統，網絡和上網支持
Provide business systems, network and Internet support to users in response to identified difficulties

收集，整理和保留一個問題和解決方案日志，以備其他技術支持分析師使用
Collect, organize and maintain a problems and solutions log for use by other technical support analysts

參與重新設計應用程序和其他軟件
Participate in the redesign of applications and other software

可以監督本組其他技術支持人員。
May supervise other technical support workers in this group.

2282 用戶技術支持人員任職要求 Employment requirements

通常需要完成計算機科學，計算機編程或網絡管理程序的大學課程。
Completion of a college program in computer science, computer programming or network administration is usually required.

通常需要計算機編程或網絡管理的學院或其他課程。
College or other courses in computer programming or network administration are usually required.

一些雇主可能會要求軟件供應商所提供的認證或培訓。
Certification or training provided by software vendors may be required by some employers.

2282 用戶技術支持人員附加信息 Additional information

隨著經驗積累，可能晉升到計算機編程，互動媒體開發，Web開發或系統分析。
Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.

2282 用戶技術支持人員其他分類 Classified elsewhere

計算機網絡技術人員 Computer network technicians 2281(2281)
計算機程序員和互動媒體開發 Computer programmers and interactive media developers 2174(2174)
信息系統分析師和顧問 Information systems analysts and consultants 2171(2171)
信息系統測試技術員 Information systems testing technicians 2283(2283)

2282 用戶技術支持人員職稱頭銜 All titles

分析師，系統技術支持 analyst, systems technical support
呼叫中心代理 - 技術支持 call centre agent – technical support
客戶支持代表 - 系統 client support representative – systems
計算機幫助臺代表 - 系統 computer help desk representative – systems
計算機幫助臺主管 computer help desk supervisor
硬件安裝技師 hardware installation technician
硬件技術支持分析師 hardware technical support analyst
幫助臺代理，技術 help desk agent, technical
幫助臺系統分析師 - help desk analyst – systems
幫助臺主管，電腦 help desk supervisor, computer
幫助臺技術經紀人 help desk technical agent
幫助臺技術員 help desk technician
安裝技術員，硬件 installation technician, hardware
安裝技術人員，軟件 installation technician, software
PC（個人電腦）支持分析師 PC (personal computer) support analyst
軟件安裝技師 software installation technician
軟件技術支持分析師 software technical support analyst
主管，技術支持 supervisor, technical support
系統支持代表 systems support representative
系統的技術支持分析師 systems technical support analyst
技術幫助臺代理 technical help desk agent
技術支持分析師 - 系統 technical support analyst – systems
技術支持主管 technical support supervisor
用戶技術支持人員 user support technician