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Occupation description

ICT support officers provide support for deploying and maintaining computer infrastructure and web technology. This includes responding to calls for assistance, diagnosing and resolving technical problems. Other tasks include adapting existing programs to meet users' requirements; installing and downloading appropriate software; ensuring efficient use of applications and equipment; implementing computer networks; repairing and replacing equipment such as terminals, printers and modems. You may also assist in designing and maintaining websites.

Knowledge, skills and attributes

ICT support officers need to be able to work in a team as well as working on their own. Patience and empathy for users is essential. The ability to communicate clearly both in writing and orally and strong customer service is important. Previous experience in a service user focused environment would assist in this career.

Working conditions

Office-based and depending on the specific role you may have to work shifts or late finishes/early starts. You may travel to other locations, including regional depots and train stations, depending on the size of your organisation.  If you work for a freight company, you may find yourself in remote mining areas.

Entrance requirements and ongoing training and development

There is no specific qualification required for this role. Typically, ICT support workers would have at least a diploma, advanced diploma or associate degree qualification in information technology or similar. In some instances, relevant experience may be required in addition to the formal qualification. Some larger rail organisations may offer a traineeship in this area. Occasionally, university graduates with IT related qualifications may apply or come into the industry through a graduate program.

You will need to constantly upgrade your technical skills as technology changes including rail specific software for security and communications systems that are used across the rail network.

For more information on entrance requirements and ongoing training and development, visit:

These organisations develop qualifications and provide details of training packages, qualifications and registered training organisations.

The value of a career in the rail industry

For even more details on what you might earn, the diversity of companies you could work for and the career opportunities available, visit the following careers and training websites. Careers in Rail by the Australasian Railway Association; About the Rail Industry by Rail Skills Australasia and Rail Training by the Transport and Logistics Industry Skills Council (TLISC).

For more information

Career paths

Your career may take many turns depending on what stage you are at in life and your personal circumstances. You may work with rail partners on large infrastructure projects. Once in the rail industry, to progress your career, you will need to complete additional studies or authorisations which will depend on organisational and state requirements.

The information provided here is generic. Job titles and the experience and qualifications needed to move into other jobs may vary slightly from state to state depending on the structure and needs of your organisation, and government rules and regulations.

You may benefit from becoming a member of a relevant industry association for your profession, such as the Australian Computer Society or the Institute of IT Professionals NZ. Such associations provide important information and support including help with employment prospects, networking, contact with industry, and professional development opportunities.

Related Jobs

The jobs below may require additional qualifications as well as experience.

Career Path Flowchart

Typical career path for an ICT support officer