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IT support technician
The IT support technician assists users on a daily basis: they diagnose failures, resolve hardware and software issues, and ensure proper ticket follow-up.
Missions: IT support technician
The IT support technician is responsible for the assistance and maintenance of a company’s IT infrastructure. On a daily basis, they handle user requests, diagnose issues, and resolve incidents related to workstations, software, or network connections. They intervene remotely using remote access tools or on-site depending on the severity of the problem.
They also manage the deployment and configuration of workstations, create user accounts in Active Directory, and perform system updates. In some cases, they contribute to writing technical procedures, documenting recurring incidents, and tracking performance indicators such as resolution rate, response time, and user satisfaction.
Depending on their level of expertise:
- Level 1 (L1) technicians handle incoming calls, identify issues, and resolve common problems such as printer errors, email access, or network connectivity.
- Level 2 (L2) technicians deal with more complex faults, perform system diagnostics, manage escalations, and act as a bridge between users and system or network administrators.
Researched profile
- Logical mindset and ability to solve problems quickly
- Strong sense of service, patience, and good communication skills
- Thoroughness in ticket management and compliance with ITIL procedures
- Technical curiosity and ability to adapt to new tools or environments
Skills and training
The IT support technician combines methodical troubleshooting, customer service, and strong communication skills. They are proficient with desktop operating systems (Windows 10/11, with basic knowledge of macOS and Linux), network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi), office suites (Microsoft 365/Google Workspace), and endpoint security (MFA, EDR/antivirus, updates). They can qualify requests, prioritize issues, and resolve them at first contact when possible, documenting the solution and escalating to L2/L3 when necessary. Both orally and in writing, they communicate clearly with non-technical users and understand technical English.
Training to become an IT support technician
The role of an IT support technician is accessible from a high school level, though specialized training is essential to acquire the technical foundations and best practices for support.
The most common pathways include a Professional Baccalaureate in Digital Systems (option RISC) or Electrical Engineering and Connected Environments (MELEC), which provide an initial understanding of networking and maintenance.
The benchmark qualification for this job remains the BTS SIO (IT Services for Organizations), with two specializations: SISR (Infrastructure, Systems, and Networks) and SLAM (Software and Business Applications). Students learn to diagnose issues, administer local networks, and manage IT assets.
For career changers or shorter programs, the Professional Title, IT Support Technician (TP TAI) is a solid alternative, focusing on ticket management, preventive maintenance, and user workstation configuration.
Professional certifications further strengthen a technician’s profile:
- ITIL v4 Foundation, for IT service management.
- CompTIA A+, for technical maintenance and support.
- Microsoft Certified (MD-100 / MD-101), for managing Windows and Microsoft 365 environments.
- Continuing education allows technicians to specialize in cybersecurity, network administration, or PowerShell scripting — skills increasingly sought after for advancement into system administrator or engineer roles.
IT support technician salary
An IT support technician’s salary depends on several factors: their experience level (L1, L2, or L3), the organization’s size, the region, and their technical skills or certifications.
At the start of their career, an L1 technician earns between €25,000 and €28,000 gross per year (around €2,100 to €2,330 per month). These roles focus on call handling, basic troubleshooting, and first-line user support.
With a few years of experience, an L2 technician typically earns between €30,000 and €35,000 gross per year (about €2,500 to €2,920 per month). They handle complex incidents, manage escalations, and coordinate with system and network administrators.
Experienced or specialized profiles, experts in endpoint management, MDM, scripting, Microsoft 365, or cybersecurity, can earn up to €40,000 or even €42,000 gross annually.
Location also influences pay: in Île-de-France, salaries are generally 10 to 15% higher than the national average.
Career development opportunities
The IT support technician can progress quickly depending on their skills and goals. After a few years, they often move from Level 1 to Level 2, taking on more complex incidents and deployment projects.
Those seeking to specialize may move into systems and network administration, Microsoft 365 / Azure cloud, cybersecurity, or application support. Technicians proficient in automation (PowerShell, Intune) can advance to engineering or endpoint management roles.
Managerial progression is also possible, from helpdesk team leader to IT support manager, overseeing performance indicators and coordinating support teams.
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