22221

User support technicians

TEER 2 — College diploma, apprenticeship (2+ yrs) or supervisory

Express Entry skill level: Yes
Regulated in Québec: No
In demand in Manitoba: Yes

Classification

Natural & applied sciences

2 › 22 › 222 › 2222

Definition

User support technicians provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software. They are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the public and private sectors. They are also employed by independent technical support companies or they may be self-employed.

Main duties

This group performs some or all of the following duties:
Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
Consult user guides, technical manuals and other documents to research and implement solutions
Reproduce, diagnose and resolve technical problems encountered by users
Provide advice and training to users in response to identified difficulties
Provide business systems, network and Internet support to users in response to identified difficulties
Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Participate in the redesign of applications and other software
May supervise other technical support workers in this group.

Example job titles

•call centre agent - technical support
•client support representative - systems
•computer help desk representative - systems
•computer help desk supervisor
•hardware installation technician
•hardware technical support analyst
•help desk technician
•software installation technician

Overview

Under Canada's NOC 2021 system, User Support Technicians are classified under NOC code 22221. This occupation falls under TEER Category 2, making it eligible for key Canadian immigration pathways, including the Federal Skilled Worker Program and the Canadian Experience Class (CEC) under the Express Entry system, as well as various Provincial Nominee Programs (PNPs). Professionals in this role provide essential technical assistance, support, and advice to users experiencing difficulties with computer hardware, software, and communication systems.

To meet the IRCC requirements for NOC 22221, candidates must perform the core duties defined by the ESDC. These typically include simulating or recreating user problems, troubleshooting hardware and software issues, installing and configuring computer equipment, and maintaining logs of technical issues. Educational requirements generally include the completion of a college program in computer science, computer technology, or network administration, or equivalent professional experience and industry-recognized certifications.

Disclaimer: This information is for educational purposes only and does not constitute legal advice. For official and personalized guidance, please consult a regulated Canadian immigration professional or refer directly to the Immigration, Refugees and Citizenship Canada (IRCC) website.

Educational overview summarizing this occupation. Always confirm against the official NOC profile and IRCC before relying on it.

Verify this NOC with DUTYPROOF →Check program eligibility →

Occupation data: Statistics Canada / ESDC — National Occupational Classification (NOC) 2021.