Information Technology – Contact Centre – Technical Support Agent

Information Technology – Contact Centre – Technical Support Agent
Apprenticeship and Certification Act
Undrestricted Trade

Trade Code 634A
NOC 2282


  • 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

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