ICT Support Engineers develop support procedures and strategies for systems, networks, operating systems and applications development, solves problems and provides technical expertise and direction in support of system infrastructure and process improvements, and diagnoses and resolves complex system problems.

Skill Level

1

Alternative Titles

• Support Analyst
• Support Architect

Unless you are exempt in very limited circumstances, you are required to have a positive Skills Assessment to apply for the visas listed above.

Skills Assessment authority for ICT Support Engineer is Australian Computer Society (ACS). To have a positive skills assessment, you must meet the following criteria:

• Qualification comparable to AQF Bachelor Degree or higher with an ICT Major
  • If the applicant has completed a course with an ICT Major that is closely related to the occupation of ICT Support Engineer, the following is required:
    • 2 years relevant work experience completed within the past 10 years; or
    • 4 years relevant work experience completed anytime in your previous work history
  • If the applicant has completed a course with an ICT Major that is NOT closely related to the occupation of ICT Support Engineer, the following is required:
    • 4 years relevant work experience completed anytime in your previous work history
• Qualification comparable to AQF Bachelor Degree or higher with an ICT Minor
  • If the applicant has completed a course with an ICT Minor that is closely related to the occupation of ICT Support Engineer, the following is required:
    • 5 years relevant work experience completed in the past 10 years; or
    • 6 years relevant work experience completed anytime in your previous work history
  • If the applicant has completed a course with an ICT Minor that is NOT closely related to the occupation of ICT Support Engineer, the following is required:
    • 6 years relevant work experience completed anytime in your previous work history
• Qualification comparable to AQF Diploma or Vendor Certification
  • If the applicant has completed a course with an ICT Major that is closely related to the occupation of ICT Support Engineer, the following is required:
    • 5 years relevant work experience completed within the past 10 years; or
    • 6 years relevant work experience completed anytime in your previous work history
  • If the applicant has completed a course with an ICT Major that is NOT closely related to the occupation of ICT Support Engineer, the following is required:
    • 6 years relevant work experience completed anytime in your previous work history.
• ACS also recognises prior learning (RPL).
  • If the applicant has a Non-ICT Qualification that is comparable AQF Diploma or higher, the following is required:
    • 6 years relevant work experience completed anytime in your previous work history; and
    • Recognition of Prior Learning application
  • If the applicant has no tertiary qualification and has work experience only, the following is required:
• 8 years of relevant work experience; and
• Recognition of Prior Learning Application
  • Note: a prior learning application requires you to demonstrate how you acquired your ICT knowledge. You must submit 2 Project Reports with an RPL application.
• The following Vendor Certifications are accepted by ACS as comparable to AQF Diploma level qualification:
  • Microsoft Certifications
  • Cisco Certifications
• Australian qualifications that have been accredited by ACS will most likely meet the ICT Major Criteria. However, it may not necessarily be assessed as being closely related to your nominated occupation. Therefore, it is important to ensure you nominate the correct occupation.
• ACS will only count employment that is completed after the date you have met the ACS Suitability Criteria as Skilled Employment. This means they will not consider pre-qualification employment experience.

Important

ACS has specific requirements relating to some regions.

• Bologna Agreement
  • If your qualification was completed in a country that is a signatory to the Bologna Agreement, please submit the Diploma Supplement
• People’s Republic of China (PRC)
  • If your qualification was completed in China, please provide the graduation Diploma and certificate of award according to the regulations of academic degrees in PRC.
• Pakistan
  • If your qualification was completed in Pakistan, you are required to submit an attested Higher Education Commission Pakistan copy of the award certificate and a full academic transcript.
  • If you have work experience completed in Pakistan, you are required ot provide evidence that the employer is registered with the Securities Exchange Commission of Pakistan and/or the Federal Board of Revenue of Pakistan.
• Philippines
  • If you qualification was completed in the Philippines, you need to supply evidence of passing the Professional Regulation Commission’s Licensure Examinations.

Develop procedures and strategies to support, create, maintain and manage technical quality assurance processes and guidelines and systems infrastructure, investigate, analyse and resolve system problems and performance issues, and test the behaviour, functionality and integrity of systems.

Tasks

• Scheduling and conducting quality audit inspections, and analysing and reviewing systems, data and documentation
• Identifying variations and potential high risk areas in securing adherence to standards and procedures
• Recommending corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures
• Communicating, educating and liaising with users and management to ensure awareness and adherence to standards, procedures and quality control issues and activities
• Assisting in troubleshooting, diagnosing, testing and resolving system problems and issues
• Developing, conducting and providing technical guidance and training in application software and operational procedures
• Analysing, evaluating and diagnosing 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
• Testing, identifying and diagnosing functionality errors and faults in systems, and programming code within established testing protocols, guidelines and quality standards to ensure systems perform to specification
• Performing organisational systems architecture reviews and assessments, and recommending current and future hardware and software strategies and directions
• Creating and reviewing technical documentation such as procedural, instructional and operational guides and manuals, technical reports and specifications and maintenance inventory systems

Skill Level

In Australia and New Zealand:

Most occupations in this unit group have a level of skill commensurate with a bachelor’s degree or higher (ANZSCO Skill Level 1). At least five years of relevant experience and/or relevant vendor certification may substitute for the formal qualification. In some instances, relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Occupations in this Group

• 263211 ICT Quality Assurance Engineer
• 263212 ICT Support Engineer
• 263213 ICT Systems Test Engineer
• 263299 ICT Support and Test Engineers nec