Information Technology – Contact Centre – Technical Support Agent
Apprenticeship and Certification Act
Undrestricted Trade
Trade Code 634A
NOC 2282
Description
- Communicates effectively with clients, co-workers and others
- Demonstrates quality customer service skills
- Creates and maintains required documentation
- Demonstrates a thorough knowledge of computer components and PC technology
- Demonstrates strong coaching and mentoring skills
- Provides support to his/her clients in their use of software applications
- Supports and directs clients through their installation of hardware, software and networking components
- Uses effective problem-solving strategies
- Implements logical troubleshooting techniques
Personal Qualities
- You like working with computers and the latest technology
- You like problem solving and learning new things
- You have the stamina to sit at your workstation for hours
Career Opportunities
- Information technology analysts work for technology service companies, computer stores, all levels of governments, manufacturers, major retail chains, the military, banks, educational institutions and many other businesses
- Some information technology analysts have their own business
Educational/Training Requirements
- The minimum entry for apprenticeship is Grade 12
- Completion of a 3,400 hour apprenticeship program is required
Training Availability
Apprenticeship Training
Canadore College (program offered by Distance Education)
North Bay ON www.canadorec.on.ca
Potential Earnings
- Apprentices are paid according to the company’s wage scale
- Wages 1 typically range from $12.50 to $29.60 an hour, excluding overtime, with journeypersons usually earning the higher end of the pay scale
Prospects For Employment
- Employment is expected to grow about as fast as the average for all occupations through the year 2009 2
Financial Incentives
- Employers who employ first, second and third year apprentices can apply for the Apprenticeship Training Tax Credit
