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ICT Support Engineer : ANZSCO 263212

ICT Support Engineer

ICT support engineers help users when they encounter problems with computer or software. They respond to help desk calls, diagnose hardware or application problems, and enable user productivity by providing an enjoyable technology experience. ICT support engineers deploy new applications and systems, install specific equipment, and demonstrate to user-specific operating systems and applications. They also manage the server, keep the platforms up to date, check the overall health of the network and any issues of availability. ICT support engineers can utilize the broad range of technologies from desktops, printers, and laptops to servers and cloud applications in their job they make sure the technology position they use in business is fantastic. The ACS considers these people to be IT professionals in their own right, with their own purpose to ensure that the systems running in the organization are manageable, involve the users to give it, and consequently the IT the best possible chance of success.

Recognition of Prior Learning (RPL) Sample for ICT Support Engineer

The ACS RPL sample for a ICT Support Engineer contains all the required components specifically, two Project Reports, a detailed CV, and supporting documentation

Key Areas of Knowledge

ICT support engineers are involved in several areas. For example, they provide help desk support by troubleshooting customer issues and offering technical directions. They provide hardware repairs for computer equipment as well as support for computers and their peripherals. They install and configure software for different operating systems.

The Project report Forms

It includes a minimum of two projects that have been under certain years, one for 3 years and the next for 5 years.

ACS RPL Sample for ICT Support Engineer- 1

"Company-Wide Desktop Migration and User Support Implementation" – 2,070 words

ACS RPL Sample for ICT Support Engineer- 2

"Remote Support System Setup and Help Desk Process Optimization" – 2,140 words

ACS RPL Report Samples for ICT Support Engineer

Your project reports should clearly detail real network analysis projects you’ve completed, written in plain, straightforward language. Each one should explain the challenges you faced and how you used your technical skills to gather data and find solutions. Organize your reports with numbered sections, including:

Project Name: Company-Wide Desktop Migration and User Support Implementation

In the first report, the author presents a significant support project he facilitated as an ICT support engineer with a medium-sized company. The project described was called “Company-Wide Desktop Migration and User Support Implementation.” Some of the main support activities included:

Planning and executing the upgrade of 200 desktop systems by replacing old computers with new ones, developing and executing a plan to execute the work so business operations took place with little downtime
Installing and configuration of new operating systems and software as needed based on company security protocols and user requirements
Development step-by-step user manuals and training materials to ensure staff get up to speed on using the new systems and find their applicable files and programs
Implementation of a temporary help desk to assist with questions and resolve issues during the transition
Migration of user data and settings from old to new computers cleanly
Troubleshooting old software compatibility and locating a suitable solution or alternative

Project Title: Remote Support System Setup and Help Desk Process Optimization

In the second project report, the author describes a support infrastructure project he implemented while working as an ICT support engineer for a consulting firm with multiple office locations. The project was called “Remote Support System Setup and Help Desk Process Optimization.” His main support responsibilities were:

Install remote access systems like TeamViewer and Remote Desktop for user assistance at various office sites without travelling to every site
Create a ticketing system that tracked and requests made by users, making sure nothing was forgotten or lost in a day full of daily support calls.
Build standard solutions for reoccurring problems like password resets, software installations, printer problems, so all support staff used the same resolution.
Train other support staff on the new remote tools and help desk processes, so there was an overall improvement in effective response times and customer satisfaction.
Keep track of help desk performance statistics like average response times and ticket resolution rates to identify areas that needed improvement.
Write user self-help guides and video tutorials for easy tasks, so people could solve easy problems without the need to call for support.

Project Title: Server Infrastructure Maintenance and Business Continuity Planning

In the third project report, the author provides details on a major infrastructure project he worked on in his past experience as a senior ICT support engineer for a manufacturing company. The project was formally called “Server Infrastructure Maintenance and Business Continuity Planning.” His principal support responsibilities were:

So keep track of the company's servers, like file servers, email servers, and database servers.
You will set up back-up systems and test restoration procedures to ensure that critical business data can be restored if servers fail or are damaged.
You will plan after-hours deployment of system updates and security updates to ensure that servers are safe from problems without preventing business operations during the day.
You will establish a set of monitoring tools that will notify the support team when the server has issues and storage space for the servers are low.
You will write disaster recovery procedures and orient other non-support staff on what to do if a major system failure happens during business operations.
You will work with department managers to understand their critical systems and document what is important for Managers to focus on when responding to a disaster message.

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“They’ve taken all my ICT support experience and turned it into well-written project reports that clearly show the ACS assessors what I can do. It’s not just about paperwork; they ensure my RPL application really emphasizes how I solve real-world technical problems and support users effectively.”

Manjil Sharma

ICT Support Engineer