ICT Support Engineers

ANZSCO ID 263212

Overview

Snapshot

Employed
6,500
Future Growth
N/A
Weekly Earnings
N/A
Full-Time Share
93%
Female Share
16%
Average age
36

Summary

ICT Support Engineers develop support procedures and strategies for systems, networks, operating systems and applications development, solve problems and provide technical expertise and direction in support of system infrastructure and process improvements, and diagnose and resolve complex system problems.

Tasks

  • Assists in troubleshooting, diagnosing, testing and resolving system problems and issues.

  • Develops, conducts and provides technical guidance and training in application software and operational procedures.

  • Analyses, evaluates and diagnoses technical problems and issues such as installation, maintenance, repair, upgrade and configuration and troubleshooting of desktops, software, hardware, printers, internet, email, databases, operating systems and security systems.

Characteristics

Job Type
Professionals
Skill Level
Very high skill
ANZSCO Occupation group
Unemployment Rate
n/a
Industries
Pathway(s)
  • University
  • Vocational Education and Training (VET)
Interests
  • Practical
  • Enterprising
Physical Demand
  • Sedentary
  • Light

Outlook

Employment Outlook

The NSC produces employment projections to show where likely future job opportunities may be. Employment projections data are only produced for occupations at the broad four digit Australian and New Zealand Standard Classification of Occupations (ANZSCO) level. While data are not available for this occupation, projections data are available for the parent occupation, ICT Support and Test Engineers, under the outlook section.


Earnings and hours

Working arrangements

  • Around 93% of people employed as ICT Support Engineers work full-time hours, in all their jobs combined. This is 27 percentage points above the all jobs average (66%).

    Full-time workers work an average of 41 hours per week in their main job. This is similar to the all jobs average (44 hours per week).

    Sources:Full-time share and full-time hours: ABS, 2016 Census, customised report. Compared to the all jobs average.


Industries

Main industries

1
Professional, Scientific and Technical Services
41.9%
2
Financial and Insurance Services
9.4%
3
Wholesale Trade
7.6%
4
Information Media and Telecommunications
7.5%
5
Other industries
31.4%

Regions

Employment across Australia

NSW

45.3% All occupations: 31.6%

VIC

28.7% All occupations: 25.6%

QLD

10.1% All occupations: 20.0%

SA

5.6% All occupations: 7.0%

WA

6.0% All occupations: 10.8%

TAS

0.7% All occupations: 2.0%

NT

0.5% All occupations: 1.0%

ACT

3.1% All occupations: 1.9%

Employment by State and Territory (% Share)

State ICT Support Engineers All Jobs Average
NSW 45.3 31.6
VIC 28.7 25.6
QLD 10.1 20.0
SA 5.6 7.0
WA 6.0 10.8
TAS 0.7 2.0
NT 0.5 1.0
ACT 3.1 1.9



Worker profile

Age and gender

Age In Years
36
All Jobs Average is 40
Female Share
16%
All Jobs Average is 48%
  • The median age of ICT Support Engineers is 36 years. This is younger than the all jobs average of 40 years.

    A large share of workers are aged 25 to 34 years.

    Females make up 16% of the workforce. This is 32 percentage points below the all jobs average of 48%.

    Source: Based on ABS Census 2016, Customised Report. Age profile and gender share compared to the all jobs average.

Age Profile (% Share)

Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Age Bracket ICT Support Engineers All Jobs Average
15-19 0.3 5.0
20-24 4.7 9.3
25-34 36.6 22.9
35-44 34.0 22.0
45-54 16.8 21.6
55-59 4.5 9.0
60-64 2.3 6.0
65 and Over 0.9 4.2
Median Age 36 40

Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.


Employment Pathways

Education, training and experience

A bachelor or postgraduate degree in a related information technology field (such as computer science or software engineering) is usually needed to work as an ICT Support Engineer. Some workers have Vocational Education and Training (VET) qualifications. There are also a wide range of vendor and industry certifications available that may substitute for formal qualifications.

Visit

  • Course Seeker to search and compare higher education courses.
  • ComparED to compare undergraduate and postgraduate student experiences and outcomes.
  • My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
  • AAPathways website to explore Information and Communications Technology VET training pathways.

Highest Level of Education (% Share)

Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
Type of Qualification ICT Support Engineers All Jobs Average
Post Graduate/Graduate Diploma or Graduate Certificate 20.1 10.1
Bachelor degree 41.1 21.8
Advanced Diploma/Diploma 16.3 11.6
Certificate III/IV 8.4 21.1
Year 12 11.5 18.1
Year 11 1.2 4.8
Year 10 and below 1.3 12.5

Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.


Skills and Knowledge

Employers look for ICT Support and Test Engineers who can communicate clearly, work well in a team and have strong computer skills.

Skills

Skills can be improved through training or experience.

  • 55%

    Reading comprehension

    Reading work related information.

  • 54%

    Critical thinking

    Thinking about the pros and cons of different ways to solve a problem.

  • 52%

    Active listening

    Listening to others, not interrupting, and asking good questions.

  • 52%

    Monitoring

    Keeping track of how well work is progressing so you can make changes or improvements.

  • 50%

    Speaking

    Talking to others.

  • 50%

    Writing

    Writing things for co-workers or customers.

  • 48%

    Active learning

    Being able to use what you have learnt to solve problems now and again in the future.

  • 48%

    Judgment and decision making

    Figuring out the pros and cons of different options and choosing the best one.

  • 48%

    Systems analysis

    Figuring out how a system should work and how changes in conditions, operations, and the environment will affect it.

  • 46%

    Complex problem solving

    Noticing a problem and figuring out the best way to solve it.

  • 46%

    Systems evaluation

    Measuring how well a system is working and how to improve it.

  • 45%

    Installation

    Installing equipment, machines, wiring, or programs.

  • 45%

    Operation monitoring

    Watching gauges, dials, or other indicators to make sure a machine is working properly.

  • 45%

    Quality control analysis

    Doing tests and checking products, services, or processes to make sure they are working properly.

  • 45%

    Troubleshooting

    Figuring out why a machine or system went wrong and working out what to do about it.

  • 43%

    Repairing

    Fixing machines or systems.

  • 41%

    Social perceptiveness

    Understanding why people react the way they do.

  • 39%

    Coordination with others

    Being adaptable and coordinating work with other people.

  • 39%

    Equipment maintenance

    Maintaining equipment and deciding what maintenance will be needed in the future.

  • 37%

    Time management

    Managing your own and other peoples' time to get work done.


Knowledge

These are important topics, subjects or knowledge areas.

  • 94%

    Computers and electronics

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  • 67%

    Telecommunications

    Transmission, broadcasting, switching, control, and operation of telecommunications systems.

  • 59%

    Engineering and technology

    Use engineering, science and technology to design and produce goods and services.

  • 54%

    Customer and personal service

    Understanding customer needs, providing good quality service, and measuring customer satisfaction.

  • 53%

    Administration and management

    Business principles involved in strategic planning, leadership, and coordinating people and resources.

  • 53%

    Clerical

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  • 49%

    Communications and media

    Media production, communication, and dissemination. Includes written, spoken, and visual media.

  • 49%

    Education and training

    Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

  • 48%

    English language

    English language including the meaning and spelling of words, rules of composition, and grammar.

  • 44%

    Technical design

    Design techniques, tools, and principles used to make detailed technical plans, blueprints, drawings, and models.

  • 44%

    Mathematics

    Arithmetic, algebra, geometry, calculus, or statistics.

  • 38%

    Production and processing

    Raw materials, production processes, quality control, costs, and ways of making and distributing goods.

  • 34%

    Public safety and security

    Use of equipment, rules and ideas to protect people, data, property, and institutions.

  • 32%

    Mechanical

    Machines and tools, including their designs, uses, repair, and maintenance.

  • 28%

    Personnel and human resources

    Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.

  • 21%

    Law and government

    How our laws and courts work. Government rules and regulations, and the political system.

  • 21%

    Building and construction

    Materials, and methods used to construct or repair houses, buildings, or other structures like highways and roads.

  • 19%

    Psychology

    Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.

  • 15%

    Economics and accounting

    Economics and accounting, the financial markets, banking and checking and reporting of financial data.

  • 14%

    Geography

    Describing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.


Abilities

Workers use these physical and mental abilities..

  • 61%

    Oral comprehension

    Listen to and understand what people say.

  • 57%

    Deductive reasoning

    Use general rules to find answers or solve problems logically.

  • 57%

    Oral expression

    Communicate by speaking.

  • 57%

    Written comprehension

    Read and understand written information.

  • 54%

    Sorting or ordering

    Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).

  • 54%

    Written expression

    Write in a way that people can understand.

  • 52%

    Inductive reasoning

    Use lots of detailed information to come up with answers or make general rules.

  • 50%

    Problem spotting

    Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.

  • 50%

    Brainstorming

    Come up with a number of ideas about a topic, even if the ideas aren't very good.

  • 48%

    Categorising

    Come up with different ways of grouping things.

  • 46%

    Near vision

    See details that are up-close (within a few feet).

  • 46%

    Visualization

    Imagine how something will look after it is moved around or changed.

  • 45%

    Speech recognition

    Identify and understand the speech of another person.

  • 45%

    Selective attention

    Pay attention to something without being distracted.

  • 45%

    Originality

    Come up with unusual or clever ideas, or creative ways to solve a problem.

  • 43%

    Speech clarity

    Speak clearly so others can understand you.

  • 43%

    Flexibility of closure

    See a pattern (a figure, object, word, or sound) hidden in other distracting material.

  • 41%

    Finger dexterity

    Put together small parts with your fingers.

  • 39%

    Far vision

    See details that are far away.

  • 37%

    Arm-hand steadiness

    Keep your hand or arm steady.


Activities

These are kinds of activities workers regularly do in this job.

  • 83%

    Keeping your knowledge up-to-date

    Keeping up-to-date with technology and new ideas.

  • 80%

    Working with computers

    Using computers to program, write software, set up functions, enter data, or process information.

  • 72%

    Building good relationships

    Building good working relationships and keeping them over time.

  • 69%

    Communicating within a team

    Giving information to co-workers by telephone, in writing, or in person.

  • 68%

    Planning and prioritising work

    Deciding on goals and putting together a detailed plan to get the work done.

  • 65%

    Giving expert advice

    Providing guidance and expert advice to management or other groups.

  • 61%

    Monitoring people, processes and things

    Checking objects, actions, or events, and keeping an eye out for problems.

  • 60%

    Thinking creatively

    Using your own ideas for developing, designing, or creating something new.

  • 59%

    Researching and investigating

    Looking for, getting and understanding different kinds of information.

  • 57%

    Collecting and organising information

    Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.

  • 55%

    Making decisions and solving problems

    Using information to work out the best solution and solve problems.

  • 53%

    Looking for changes over time

    Comparing objects, actions, or events. Looking for differences between them or changes over time.

  • 52%

    Making sense of information and ideas

    Looking at, working with, and understanding data or information.

  • 51%

    Checking compliance with standards

    Deciding whether events or processes comply with laws, regulations, or standards.

  • 49%

    Scheduling work and activities

    Working out the timing of events, programs, and activities, as well as the work of others.

  • 47%

    Documenting or recording information

    Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

  • 45%

    Negotiating and resolving conflicts

    Handling complaints and disagreements, and negotiating with people.

  • 45%

    Communicating with the public

    Giving information to the public, business or government by telephone, in writing, or in person.

  • 44%

    Assessing and evaluating things

    Working out the value, importance, or quality of things, services or people.

  • 39%

    Explaining things to people

    Helping people to understand and use information.


Interests and demands

Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Interests

Interests are the style or type of work we prefer to do. All interest areas are shown below.

  • 86%

    Practical

    Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.

  • 57%

    Enterprising

    Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.

  • 52%

    Administrative

    Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.

  • 38%

    Analytical

    Ideas and thinking. Searching for facts and figuring out problems in your head.

  • 19%

    Creative

    Working with forms, designs and patterns. Often need self-expression and can be done without following rules.

  • 19%

    Helping

    Working with people. Helping or providing service to others.


Values

Work values are important to a person’s feeling of satisfaction. All six values are shown below.
  • 76%

    Achievement

    Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.

  • 71%

    Support

    Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.

  • 67%

    Working conditions

    Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.

  • 57%

    Independence

    Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.

  • 57%

    Recognition

    Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.

  • 43%

    Relationships

    Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.


Demands

The physical and social demands that workers face most often are shown below:
  • 98%

    Electronic mail

    Use electronic mail.

  • 98%

    Telephone

    Talk on the telephone.

  • 97%

    Indoors, heat controlled

    Work indoors with access to heating or cooling.

  • 96%

    Face-to-face discussions

    Talk with people face-to-face.

  • 94%

    Contact with people

    Have contact with people by telephone, face-to-face, or any other way.

  • 92%

    Teamwork

    Work with people in a group or team.

  • 89%

    Being exact or accurate

    Be very exact or highly accurate.

  • 86%

    Unstructured work

    Have freedom to decide on tasks, priorities, and goals.

  • 85%

    Freedom to make decisions

    Have freedom to make decision on your own.

  • 78%

    Time pressure

    Work to strict deadlines.

  • 75%

    Impact of decisions

    Make decisions that have a large impact on other people.

  • 74%

    Spend time sitting

    Spend time sitting at work.

  • 74%

    Repeating same tasks

    Repeat the same tasks or activities (e.g., key entry) over and over, without stopping.

  • 73%

    Letters and memos

    Write letters and memos.

  • 70%

    Frequent decision making

    Frequently make decisions that impact other people.

  • 70%

    Contact with the public

    Work with customers or the public.

  • 69%

    Lead or coordinate a team

    Lead others to do work activities.

  • 67%

    Making repetitive motions

    Spend time making repetitive motions.

  • 67%

    Responsible for outcomes

    Take responsibility for the results of other people's work.

  • 66%

    Consequence of error

    Work where mistakes have serious consequences.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 15-1152.00 - Computer Network Support Specialists.


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