148-Information and communications technology operations technicians

Job Title: 

Information and communications technology operations technicians

Job Description: 

Monitor and control electronic computer and peripheral electronic data processing equipment.

Summary: 

Information and communications technology operations technicians (Helpdesk Operators) 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: 

Job activities and tasks include:

  • operating and controlling peripheral and related computer equipment
  • entering commands, using computer terminal, and activating controls on computer and peripheral equipment to integrate and operate equipment
  • monitoring systems for equipment failure or errors in performance
  • notifying supervisor or maintenance technician of equipment malfunctions
  • responding to program error messages by finding and correcting problems, escalating the problem to other staff or terminating the program
  • reading job set-up instructions to determine equipment to be used, order of use, material such as disks and paper to be loaded, and control settings
  • retrieving, separating and sorting program output as needed, and sending data to specified users
  • loading peripheral equipment, such as printers, with selected materials for operating runs, or oversee loading of peripheral equipment by peripheral equipment operators
Knowledge: 

Knowledge of computer maintenance, operating systems, network configuration and maintenance, interface design and internet working technologies

  • Knowledge of the principles, practices, and techniques of computer operations
  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, copying and transcription, designing forms, and other office procedures and terminology
  • 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
  • Skill in following verbal and written instructions of a technical nature to include the performance of arithmetic calculations
  • Problem Solving - Responding to customer and internal organizational complaints and reviewing related information to develop and evaluate options and implement solutions
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Monitoring - Monitoring/Assessing performance of oneself, other individuals, or organizations to make improvements or take corrective action
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents
  • Excellent communication skills
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience
  • Oral Comprehension - The ability to provide quality customers services encompassing listening and understanding information and ideas presented through spoken words and sentences
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making
  • Time Management - Managing one?s own time and the time of others
  • Information Communications Technology - Knowledge and use of relevant ICT and computer applications and programs
  • Team work or individual - job may require him/her to work alone or in conjunction with other support or related personnel
    • Work Context: 

    they know how to use computer equipment properly to avoid Occupational Overuse Syndrome (OOS).

    Education: 

    Certificate in information and communications technology or relevant discipline, higher qualification or equivalent.

    Required Work Experience: 

    3 - 4 years and above

    Probable Employers: 

    Etisalat, C4 Advanced Solutions, Injazat Data System

    Occupational Size: 
    More than 5,000 and less than 30,000
    Expected Earnings: 

    Above the industry average

    Projected Growth: 
    Very good
    Alternate Titles: 

    Examples of job titles:
    Helpdesk operator - Computer operator - High-speed computer printer operator - Computer peripheral equipment operator
    Examples of some related occupations:
    Computer network technician - Computer Operator - Operations and Maintenance Technician - Computer Specialist - Information Technology Specialist - Software Technician - Systems Operator - Computer Console Operator, - Computer Technician

    UAE Industry Groups: 
    Arts, entertainment, multimedia and ITC applications
    International Careers(ISCO): 
    Similar O*NET Careers (USA) : 
    Source Of Info: 
    Occupations and Careers Handbook for UAE Nationals(Copyright NQA ). Referenced from New York University, Abu Dhabhi