351 Information and Communications Technology Operations and User Support Technicians

Information and communications technology operations technicians support the day-to-day processing, operation and monitoring of information and communications technology systems, peripherals, hardware, software and related computer equipment to ensure optimal performance and identify any problems. Tasks include - (a) operating and controlling peripheral and related computer equipment; (b) entering commands, using computer terminals, and activating controls on computer and peripheral equipment to integrate and operate equipment; (c) monitoring systems for equipment failure or errors in performance; (d) notifying supervisors or maintenance technicians of equipment malfunctions; (e) responding to program error messages by finding and correcting problems, escalating the problem to other staff or terminating the program; (f) reading job set-up instructions to determine equipment to be used, order of use, material such as disks and paper to be loaded, and to control settings; (g) retrieving, separating and sorting program output as needed, and sending data to specified users; (h) loading peripheral equipment, such as printers, with selected materials for operating runs, or overseeing loading of peripheral equipment by peripheral equipment operators. Examples of the occupations classified here: - Computer operator - Computer peripheral equipment operator - High-speed computer printer operator Some related occupations classified elsewhere: - Computer network technician - 3513.

Information and communications technology user support technicians provide technical assistance to users, either directly or by telephone, email or other electronic means, including diagnosing and resolving issues and problems with software, hardware, computer peripheral equipment, networks, databases and the Internet, and providing guidance and support in the deployment, installation and maintenance of systems. Tasks include - (a) answering user inquiries regarding software or hardware operation to resolve problems; (b) entering commands and observing system functioning to verify correct operations and detect errors; (c) installing and performing minor repairs to hardware, software or peripheral equipment, following design or installation specifications; (d) overseeing the daily performance of communications and computer systems; (e) setting up equipment for employee use and performing or ensuring proper installation of cables, operating systems or appropriate software; (f) maintaining records of daily data communication transactions, problems and remedial actions taken, or installation activities; (g) emulating or reproducing technical problems encountered by users; (h) consulting user guides, technical manuals and other documents to research and implement solutions; (i) assisting applications programmers, systems developers and other ICT professionals to develop and test ICT products and services. Examples of the occupations classified here: - Communications assistant (ICT) - Computer database assistant - Computer help desk operator - Computer programming assistant - Computer systems analysis assistant.

Computer network and systems technicians establish, operate and maintain network and other data communications systems. Tasks include - (a) operating, maintaining and troubleshooting network systems; (b) operating and maintaining data communications systems other than networks; (c) assisting users with network and data communications problems; (d) identifying areas needing upgraded equipment and software; (e) installing computer hardware, network software, operating system software and applications software; (f) performing start up and close down as well as backup and disaster recovery operations for computer networks. Examples of the occupations classified here: - Computer network technician - Network support technician Some related occupations classified elsewhere: - Network administrator - 2522 - Network analyst - 2523 - Computer operator - 3511 - Web technician - 3514.

Web technicians maintain, monitor and support the optimal functioning of Internet and Intranet websites and web server hardware and software. Tasks include - (a) installing, monitoring and supporting the reliability and usability of Internet and Intranet websites or web server hardware or software; (b) developing and maintaining documentation, policies and instructions, recording operational procedures and system logs; (c) developing, coordinating, implementing and monitoring security measures; (d) analysing and making recommendations to enhance performance, including upgrading and acquiring new systems; (e) liaising with, and providing guidance to, clients and users; (f) creating and modifying web pages; (g) performing web server backup and recovery operations. Examples of the occupations classified here: - Webmaster - Website administrator - Website technician Some related occupations classified elsewhere: - Computer games designer - 2166 - Website designer - 2166 - Systems analyst (computers) - 2511 - Computer software designer - 2512 - Website developer - 2513 - Computer systems administrator - 2522 - Network administrator - 2522.