IT Support remains one of the most accessible entry points into the technology industry. You do not necessarily need a Computer Science degree, years of programming experience, or advanced mathematics to begin.
What you do need is practical technical knowledge, troubleshooting ability, patience, communication skills and enough hands-on experience to demonstrate that you can solve real computer and network problems.
IT Support professionals are responsible for keeping the technology used by organizations and individuals operational. They troubleshoot computers, operating systems, networks, user accounts, printers, applications, cloud services and increasingly Cybersecurity related problems.
The career can also become a gateway into:
- Systems Administration
- Network Engineering
- Cloud Engineering
- Cybersecurity
- DevOps
- Microsoft 365 Administration
- IT Management
- Technical Support Engineering
- IT Consulting
- Managed IT Services
The U.S. Bureau of Labor Statistics reports that computer support specialists had a median annual salary of $62,890 in May 2025, while computer network support specialists earned a median $76,220. Even though automation is changing traditional Level 1 helpdesk work, the BLS still projects approximately 48,700 computer-support openings per year on average between 2025 and 2035, largely because workers leave occupations or retire. (Bureau of Labor Statistics)
In South Africa, Pnet’s 2026 salary data puts IT Support Technician advertised salaries at approximately R20,000–R30,000 per month nationally. The figures are based on salary offerings from vacancies advertised through Pnet’s recruitment platforms, rather than being a guarantee of what every beginner will receive. (www.pnet.co.za)
That makes IT Support worth understanding not only as a job, but as the foundation of a much larger IT career.
What Is IT Support?
IT Support is the technical function responsible for helping users and organizations operate their technology successfully.
Imagine an employee arrives at work and cannot log into their computer.
Another employee has internet access but cannot access the company’s shared drive.
A manager accidentally deletes an important document.
A printer refuses to communicate with several computers.
Microsoft Outlook stops synchronizing.
A laptop suddenly becomes extremely slow.
A new employee needs a laptop, email account, Microsoft 365 license, VPN access and access to company applications.
All of these can become IT Support responsibilities.
At a larger company, responsibilities are normally divided between specialized teams. In a small business, however, one technician may perform almost everything.
What Does an IT Support Technician Actually Do?
A typical IT Support professional may perform tasks such as:
- Installing Windows and software
- Configuring laptops and desktops
- Troubleshooting operating-system errors
- Resetting passwords
- Managing user accounts
- Troubleshooting Wi-Fi
- Configuring routers and switches
- Diagnosing slow computers
- Replacing computer components
- Installing printers
- Removing malware
- Configuring email accounts
- Supporting Microsoft 365
- Troubleshooting VPN connections
- Managing Active Directory users
- Setting permissions
- Installing security updates
- Performing backups
- Recovering data
- Supporting remote employees
- Documenting technical incidents
- Managing support tickets
- Escalating complex incidents
- Educating users about Cybersecurity
- Configuring mobile devices
- Monitoring computer and network performance
This combination of technical troubleshooting and customer interaction explains why communication skills matter almost as much as technical knowledge.
Different Levels of IT Support
IT Support is commonly divided into tiers.
Level 1 Help desk / Service Desk
This is where many beginners start.
Typical issues include password resets, basic software problems, printer troubleshooting, Microsoft Office problems, account access and simple network connectivity issues.
Common job titles include:
Helpdesk Technician
Service Desk Analyst
IT Support Technician
Technical Support Agent
Desktop Support Technician
IT Support Analyst
Level 1 technicians solve routine incidents and escalate difficult cases.
Level 2 Technical Support
Level 2 technicians deal with more complicated issues.
You could troubleshoot:
- Windows configuration
- Microsoft 365
- Active Directory
- Group Policy
- DNS
- DHCP
- VPNs
- Network connectivity
- Endpoint security
- Hardware failures
- Software deployment
- File permissions
- Remote-access systems
This is where IT Support starts overlapping with systems and network administration.
Level 3 Advanced Technical Support
Level 3 normally involves experienced specialists.
They may troubleshoot:
- Servers
- Complex network problems
- Cloud infrastructure
- Microsoft Azure
- AWS
- Enterprise applications
- Virtualisation
- Advanced Active Directory
- Security incidents
- Infrastructure outages
- Database connectivity
- Enterprise backup systems
At this point, the person may no longer carry the title “IT Support Technician.”
They may instead become a:
Systems Administrator
Network Administrator
Cloud Support Engineer
Infrastructure Engineer
Technical Support Engineer
Microsoft 365 Administrator
Network Engineer
or Cloud Engineer.
What Should You Study to Become an IT Support Technician?
A beginner should develop knowledge in several core areas.
1. Computer Hardware
Learn how computers physically work.
Understand:
CPU
RAM
SSD/HDD
Motherboard
Power supply
GPU
BIOS/UEFI
USB devices
Monitors
Printers
Network cards
You should eventually be comfortable opening a desktop computer, identifying components, replacing RAM or storage and diagnosing basic hardware failures.
2. Windows
Windows remains essential in corporate IT environments.
Learn:
Windows installation
User accounts
Permissions
Windows Update
Task Manager
Device Manager
Event Viewer
Command Prompt
Power Shell fundamentals
Windows Defender
Disk Management
Services
Registry fundamentals
Remote Desktop
System Restore
Do not simply memorise where buttons are located.
Learn why a setting exists and what happens when it fails.
3. Linux
You don’t need to become a Linux engineer immediately, but basic Linux knowledge dramatically improves your IT foundation.
Learn commands such as:
ls
cd
mkdir
cp
mv
rm
sudo
ping
ip
ssh
grep
cat
chmod
systemctl
Understanding Linux becomes especially valuable if you later move into cybersecurity, cloud engineering or DevOps.
4. Networking
Networking is one of the most important areas of IT Support.
Study:
IP addresses
IPv4
IPv6
Subnets
Routers
Switches
DNS
DHCP
NAT
Wi-Fi
LAN
WAN
VPN
TCP/IP
Ports
Firewalls
You should understand what happens when someone types a website address into a browser and how the computer eventually communicates with the destination server.
Networking knowledge separates technicians who simply follow troubleshooting scripts from technicians who can investigate problems logically.
5. Cybersecurity Fundamentals
Every support technician works with security.
Study:
Malware
Phishing
Ransomware
Passwords
Password managers
Multi-factor authentication
Endpoint security
Firewalls
Access control
Least privilege
Encryption
Backups
Patch management
Social engineering
IT Support technicians frequently interact directly with end users, which makes them an important part of organizational Cybersecurity.
6. Active Directory and Identity Management
For corporate IT Support, Active Directory knowledge can be extremely valuable.
Learn how to:
Create users
Disable accounts
Reset passwords
Create groups
Assign permissions
Join computers to domains
Understand organisational units
Apply basic Group Policy concepts
Also become familiar with Microsoft Entra ID because modern organisations increasingly use cloud identity.
7. Microsoft 365
Learn:
Outlook
Teams
OneDrive
SharePoint fundamentals
Microsoft 365 Admin Center
Exchange concepts
Licensing
User administration
Security basics
Microsoft 365 troubleshooting is extremely common in corporate support environments.
8. Ticketing Systems
Professional IT departments rarely manage requests through random WhatsApp messages.
They use ticketing and IT Service Management systems.
Examples include:
ServiceNow
Jira Service Management
Freshservice
Zendesk
Understand:
Incidents
Requests
Priorities
SLAs
Escalation
Ticket documentation
Root-cause analysis
Best Certifications for IT Support
CompTIA A+
CompTIA A+ has traditionally been one of the most recognised entry-level certifications for technical support.
It covers areas such as:
Hardware
Operating systems
Networking
Troubleshooting
Security
Mobile devices
Virtualisation
Cloud concepts
Operational procedures
It is particularly relevant for someone targeting desktop-support and helpdesk roles.
Google IT Support Professional Certificate
Google offers an online IT Support programme intended for beginners.
It covers:
Technical support fundamentals
Networking
Operating systems
System administration
IT security
Troubleshooting
Customer support
Google states that no prior degree or relevant experience is required and that the programme can be completed online, typically within roughly three to six months depending on study pace. (Grow with Google US)
Cisco CCNA
After learning basic support, CCNA can dramatically strengthen your networking knowledge.
Cisco’s current CCNA curriculum covers network fundamentals, network access, IP connectivity, IP services, security fundamentals, automation and programmability. (Cisco)
CCNA can support progression toward:
Network Support Technician
Network Administrator
Network Engineer
Infrastructure Engineer
NOC Technician
Microsoft Azure Fundamentals AZ to 900
Cloud knowledge is becoming increasingly useful even for support technicians.
Microsoft’s AZ-900 certification covers:
Cloud concepts
Azure architecture
Azure services
Compute
Networking
Storage
Security
Azure management
Governance
Microsoft describes Azure Fundamentals as a beginner-level certification and a common starting point for an Azure career. (Microsoft Learn)
AWS Certified Cloud Practitioner
Another option is AWS Certified Cloud Practitioner.
AWS describes it as a foundational certification demonstrating high-level understanding of AWS Cloud services, concepts and terminology, including for candidates without previous IT or cloud experience. (Amazon Web Services, Inc.)
AWS Certified Cloud Practitioner
A Strong IT Support Certification Roadmap
A beginner could follow:
Stage 1
IT fundamentals
↓
Stage 2
Google IT Support and/or CompTIA A+
↓
Stage 3
Networking fundamentals
↓
Stage 4
CompTIA Network+ or Cisco CCNA
↓
Stage 5
Microsoft 365 + Active Directory + PowerShell
↓
Stage 6
Azure Fundamentals or AWS Cloud Practitioner
↓
Stage 7
Choose a specialisation.
Possible directions include:
Cybersecurity
Networking
Cloud
Systems Administration
DevOps
IT Management
The important point is not to collect certificates endlessly.
Certification + laboratory experience + troubleshooting ability + communication skills is much stronger than certification alone.
Where Can You Study IT Support in South Africa?
Several universities, colleges, private institutions and online platforms provide IT-related programmes.
One example is Boston City Campus. Its Computer Technician short programme is currently listed as a six-month programme covering Windows, CompTIA A+ aligned material and customer service. Students may separately sit the international CompTIA A+ examinations. (Boston City Campus)
Boston City Campus ICT programmes
Other routes can include accredited colleges, universities of technology, TVET colleges, Cisco Networking Academy partners and authorised certification training providers.
Before paying any institution, verify its current accreditation, programme status, exam inclusions and whether certification exam fees are included.
Can You Learn IT Support Online?
Absolutely.
In fact, IT Support is particularly suitable for online study because you can create your own laboratory.
You can use:
VirtualBox
VMware
Windows virtual machines
Linux virtual machines
Cisco Packet Tracer
Microsoft Learn
AWS Skill Builder
Cisco Networking Academy
Build a simulated business environment.
For example:
Create three virtual computers.
Call them:
PC-ACCOUNTING
PC-SALES
PC-MANAGER
Create users.
Configure IP addresses.
Create shared folders.
Experiment with permissions.
Install Linux.
Break network configurations deliberately.
Then repair them.
That practical experience teaches you far more than simply watching videos.
How Long Does It Take to Become Job Ready?
A realistic beginner studying consistently could build entry-level competency in approximately 3–9 months.
For example:
Months 1–2:
Computer hardware + Windows
Months 2–3:
Networking
Months 3–4:
Security + troubleshooting
Months 4–5:
Active Directory + Microsoft 365
Months 5–6:
Certification preparation
Months 6–9:
Home lab + job applications + interview preparation
You don’t have to wait until month nine to apply.
Start applying once you can confidently troubleshoot common problems.
IT Support Salaries in South Africa in 2026
Salary statistics differ considerably depending on methodology.
Pnet’s January 2026 Job Market Trends report gives an advertised salary range of approximately R20,000–R30,000 per month for IT Support Technicians. The dataset represents national averages from actual vacancy salary offerings. (www.pnet.co.za)
Indeed’s September 2026 salary tracker reports a lower average of approximately R14,595 per month for Desktop Support Technicians, illustrating why no single salary website should be treated as an exact promise. (Indeed)
PayScale reports an average South African IT Support Technician base salary of approximately R172,914 per year in 2026, while its reported entry-level total compensation figure is about R97,784 per year. (Payscale)
A reasonable interpretation is therefore:
| Career Stage | Indicative South African Range |
|---|---|
| Entry Helpdesk | R8,000–R15,000/month |
| Junior IT Support | R10,000–R20,000/month |
| IT Support Technician | ~R14,000–R30,000/month |
| Level 2 Support | R18,000–R35,000/month |
| Senior Support | R25,000–R40,000+ |
| Systems/Network Administration | R20,000–R40,000+ |
| Specialist Cloud/Infrastructure roles | Potentially substantially higher |
These are market indicators rather than guaranteed salaries. Experience, city, company, certifications, responsibilities, shift work and technical specialisation all affect compensation.
South Africa vs International IT Support Salaries
The United States provides useful international benchmark data because the Bureau of Labor Statistics publishes large-scale occupational statistics.
For May 2025, the BLS reports:
| US Occupation | Median Annual Salary |
|---|---|
| Computer User Support Specialist | $61,860 |
| Computer Support Specialist overall | $62,890 |
| Computer Network Support Specialist | $76,220 |
For computer network support specialists, the highest-paid 10% earned more than $127,780 per year, while the highest-paid 10% of computer user support specialists earned more than $100,540. (Bureau of Labor Statistics)
Do not simply convert these dollar figures into rand and assume a South African remote worker will receive the same amount. International employers frequently use location-based compensation, contractor rates and different benefit structures.
Which IT Support Areas Usually Pay More?
Basic password resets and Level-1 troubleshooting normally sit near the lower end.
Income tends to increase when your responsibilities expand into:
Networking
Cybersecurity
Cloud infrastructure
Servers
Automation
Microsoft 365 administration
Linux
Enterprise applications
Infrastructure engineering
Technical Support Engineering
This is why IT Support should often be viewed as the starting platform rather than the final destination.
Where Should You Look for Work After Certification?
Once you have completed training, don’t search only for “IT Support.”
Search multiple titles:
IT Support Technician
Helpdesk Technician
Service Desk Analyst
Desktop Support Technician
Technical Support Specialist
ICT Technician
Junior Systems Administrator
Field Support Technician
Network Support Technician
NOC Technician
IT Support Analyst
Technical Support Engineer
Microsoft 365 Support
Junior Infrastructure Technician
Cloud Support Associate
Search through:
LinkedIn Jobs
Pnet
Indeed
Careers24
company career portals
recruitment agencies
local MSPs
telecommunications companies
banks
universities
schools
hospitals
retail groups
government contractors
Apply even where you don’t meet every optional requirement.
South African Companies to Investigate
Potential employers include major telecommunications companies, managed service providers, financial institutions, retailers and technology consultancies.
For example, BCX Careers currently provides routes for school leavers, students and experienced professionals, as well as its general career portal. (BCX)
Vodacom Careers likewise advertises local and global career opportunities, including graduate, internship and learnership routes. (Vodacom)
Other companies worth monitoring include:
NTT DATA
MTN
Telkom
Standard Bank
Absa
Nedbank
FNB
Capitec
Discovery
Takealot
Amazon
Accenture
Deloitte
IBM
Microsoft partners
Internet service providers
Managed Service Providers
This does not mean each company currently has an entry-level IT Support vacancy. Check its current career portal before applying.
International Companies to Monitor
International opportunities can exist with companies such as:
Microsoft
Amazon/AWS
IBM
Dell Technologies
HP
Cisco
Accenture
Oracle
SAP
NTT DATA
Cloudflare
Atlassian
Managed Service Providers
Search specifically for:
Technical Support Engineer
Support Engineer
Cloud Support Associate
Technical Support Specialist
Service Desk Analyst
Customer Support Engineer
Systems Support Engineer
International technical-support positions can become considerably more specialised than traditional help desk jobs.
How to Get Your First IT Support Job Without Experience
This is the classic problem:
“The vacancy requires experience, but how do I get experience without being hired?”
Create experience.
Build a home lab.
Document what you did.
For example, create portfolio projects called:
Windows 11 Deployment Laboratory
Active Directory User Management Laboratory
Small Business Network Laboratory
Linux Administration Laboratory
Microsoft 365 Administration Laboratory
IT Helpdesk Troubleshooting Project
Document:
Problem
Environment
Diagnosis
Commands used
Solution
Screenshots
Lessons learned
Publish suitable projects on GitHub or a portfolio website.
Now your CV doesn’t merely say:
“CompTIA A+.”
It says:
“Built and documented a simulated corporate IT environment involving Windows clients, Linux, networking, account management and troubleshooting.”
That is far more persuasive.
Real World IT Support Example
Imagine a company with 50 employees.
Monday morning arrives.
Fifteen employees suddenly report:
“Internet is working, but we cannot access the company server.”
A weak technician might immediately restart every computer.
A stronger technician investigates systematically.
Step 1 Determine Scope
Is the problem affecting one user or multiple users?
Multiple users are affected.
That suggests the problem is unlikely to be one laptop.
Step 2 Check Connectivity
Can affected computers reach the gateway?
Use:
ping
If yes, local network connectivity exists.
Step 3 Check Server Connectivity
Can users ping the server by IP address?
Suppose they can.
Step 4 Test the Host name
Users can access:
\\192.168.1.20
but cannot access:
\\fileserver
That immediately suggests a potential name-resolution problem.
Step 5 Investigate DNS
Check:
ipconfig /all
nslookup
DNS configuration is incorrect after a network change.
Step 6 Correct DNS
Correct the DNS settings.
Flush cached DNS information where appropriate.
Retest access.
Employees can now access the server.
Business Impact
The technician did not simply “fix computers.”
They restored productivity for 15 employees.
If those employees were unable to work for four hours, the organisation could lose dozens of labour hours plus delayed sales, customer service and operational activity.
That is the economic value of competent IT Support.
Can IT Support Be Freelanced?
Yes.
IT Support is highly suitable for freelancing because small organisations frequently need technical assistance without needing a full-time IT employee.
Potential customers include:
Small businesses
Restaurants
Guesthouses
Schools
Doctors’ practices
Law firms
Accountants
Retailers
Estate agents
Construction companies
Startups
Home offices
Services can include:
Laptop repairs
Windows installation
Software installation
Virus removal
Wi-Fi troubleshooting
Router configuration
Printer installation
Data migration
Backup configuration
Microsoft 365 setup
Email configuration
Remote support
Network setup
Cybersecurity assessments
User account management
How to Start Freelancing
Don’t begin by trying to offer every IT service imaginable.
Create clear packages.
Home IT Support
PC troubleshooting
Wi-Fi support
Software installation
Printer support
Small Business IT Support
Workstation setup
Microsoft 365
Email
Networking
Backups
Security
Monthly Managed IT Package
Remote support
Updates
Monitoring
Backups
User administration
Security checks
Recurring support contracts are usually more attractive as a business model than surviving entirely on one-time computer repairs.
Example Freelance Pricing Model
These are examples for constructing a business model, not prescribed market rates:
Remote troubleshooting — R300–R700 per incident
On-site support — R400–R1,000+ per visit
PC setup — R500–R1,500
Small office network — R2,000–R10,000+
Monthly SME IT support — R1,500–R10,000+ per client
Infrastructure projects — individually quoted
Your actual prices should reflect travel, software licenses, taxes, complexity, response times and the local market.
How to Find Freelance IT Clients
Start locally.
Contact small companies and ask who currently handles their technology.
Create a simple website explaining your services.
Create a Google Business Profile where eligible.
Use LinkedIn.
Build relationships with:
Accountants
Web developers
Software developers
Security installers
Electricians
Office suppliers
Internet service providers
These professionals frequently encounter customers who also need IT services.
You can also investigate freelance marketplaces such as Upwork and Fiverr for remote technical-support opportunities, although competition and platform fees should be considered.
Can You Start Your Own IT Support Company?
Yes and experience in IT Support provides a practical foundation for doing so.
A small IT company can eventually offer:
Managed IT services
Help desk outsourcing
Microsoft 365 administration
Cloud migration
Cybersecurity
Networking
Hardware procurement
Software licensing
Backup services
Server management
Remote monitoring
IT consulting
The business model can evolve from:
Technician
↓
Freelancer
↓
IT consultant
↓
Managed Service Provider
↓
IT solutions company
The biggest transition is from selling your personal time to selling recurring services.
Example of Building an IT Support Company
Suppose you obtain ten small-business customers.
Each pays:
R3,000/month
for basic managed IT support.
Monthly recurring revenue:
10 × R3,000 = R30,000
Now suppose you eventually have:
30 customers × R3,000
= R90,000 monthly recurring revenue
That is revenue, not profit.
You would still deduct:
Employee salaries
Software licenses
Remote-monitoring tools
Insurance
Transport
Equipment
Internet
Office expenses
Marketing
Tax
Professional services
But it demonstrates why managed IT services can scale beyond ordinary employment.
The Highest Paid Person in IT Support
There is no credible global database identifying one specific person as “the highest-paid IT Support employee in the world.”
Employee compensation is generally private, job titles differ between organisations, and executive compensation should not be confused with IT Support salaries.
It would therefore be misleading to name someone as the world’s highest-paid IT Support employee.
A more defensible benchmark comes from occupational salary data.
In the United States, the BLS reports that the top 10% of computer network support specialists earned more than $127,780 annually in May 2025. (Bureau of Labor Statistics)
However, specialize careers that grow out of IT Support cloud architecture, Cybersecurity architecture, enterprise infrastructure and senior engineering can command substantially higher compensation than ordinary support roles.
Will AI Replace IT Support?
AI will change IT Support considerably.
Simple activities such as:
Password guidance
Knowledge base searches
Basic diagnostics
Ticket classification
Standard troubleshooting
can increasingly be automated.
The BLS specifically notes automation and troubleshooting tools as one factor affecting employment in computer user support. (Bureau of Labor Statistics)
That does not mean technical support disappears.
Complex infrastructure still needs people capable of diagnosing:
Networks
Security incidents
Cloud infrastructure
Identity systems
Hardware
Enterprise applications
Business-specific failures
The safer career strategy is therefore not:
Learn only basic help desk.
It is:
IT Support + Networking + Cloud + Security + Automation.
IT Support vs Software Development
These are different careers.
| IT Support | Software Development |
|---|---|
| Troubleshoots systems | Builds software |
| Supports users | Develops applications |
| Hardware knowledge useful | Programming knowledge essential |
| Networking important | Algorithms/programming important |
| Lower entry barrier | Usually steeper learning curve |
| Limited coding required initially | Coding is central |
| Can progress into infrastructure | Can progress into software architecture |
| Strong route to cloud/security/networking | Strong route to engineering/product development |
Neither career universally replaces the other.
They solve different problems.
IT Support vs Cybersecurity
IT Support provides an excellent Cybersecurity foundation.
Before defending infrastructure, you should understand:
Users
Networks
Operating systems
Permissions
Applications
Authentication
Endpoints
A possible progression is:
IT Support
→ Network Support
→ Security+
→ SOC Analyst
→ Cybersecurity Analyst
→ Security Engineer
→ Security Architect
This is one reason support experience remains valuable even if you don’t plan to remain a support technician permanently.
IT Support vs Cloud Engineering
Cloud Engineering generally has a higher technical ceiling and compensation potential.
But beginners frequently make the mistake of trying to learn AWS or Azure without understanding networking, operating systems or troubleshooting.
IT Support gives you those fundamentals.
A logical progression can therefore be:
IT Support
- Systems Administration
- Azure/AWS
- Cloud Support
- Cloud Engineer
- Senior Cloud Engineer
- Cloud Architect
Skills That Can Increase Your IT Support Value
Develop:
Networking
Power Shell
Linux
Microsoft 365
Azure
AWS
Cybersecurity
Active Directory/Entra ID
Virtualisation
Automation
Scripting
Documentation
Python can also become useful for automating repetitive administrative tasks.
Soft Skills Matter More Than Beginners Think
Imagine telling a finance director:
“DNS resolution failure resulting from incorrect DHCP option configuration created hostname lookup failures.”
Technically accurate.
But a better customer-facing explanation may be:
“The network was directing computers to the wrong service for locating the company server. I’ve corrected the configuration and verified access.”
Technical competence includes communicating technical problems clearly.
Employers value technicians who can remain calm when users are frustrated.
What Should Your IT Support CV Include?
A beginner CV should emphasis:
Technical skills
Certifications
Home laboratory
Projects
Operating systems
Networking knowledge
Cloud exposure
Customer-service experience
Troubleshooting achievements
Don’t fill the CV with vague statements such as:
“Hardworking.”
“Passionate.”
“Team player.”
Show evidence.
For example:
Configured a Windows/Linux virtual laboratory and performed user, networking, permissions and troubleshooting exercises.
That tells the recruiter what you actually did.
Example 12 Month IT Support Career Roadmap
Months 1 to 2
Computer hardware
Windows
Basic troubleshooting
Months 3 to 4
Networking
TCP/IP
DNS
DHCP
Wi-Fi
Months 5 to 6
CompTIA A+ preparation or Google IT Support
Months 7 to 8
Active Directory
Microsoft 365
Linux
Months 9 to 10
Home laboratory
CV
LinkedIn
Portfolio
Applications
Months 11 to 12
CCNA/Network+ fundamentals
Azure or AWS fundamentals
PowerShell
At that stage, continue applying while developing your specialisation.
Resources for Learning IT Support
Use official resources wherever possible.
Google IT Support Certificate beginner technical support, operating systems, networking, Administration and security. (Grow with Google US)
Microsoft Learn Windows, Microsoft 365, Azure, Power Shell and Microsoft technologies.
Cisco CCNA networking, IP connectivity, network access, security and automation. (Cisco)
AWS Cloud Practitioner AWS and cloud fundamentals. (Amazon Web Services, Inc.)
Boston City Campus ICT Programmes South African ICT study options. (Boston City Campus)
Frequently Asked Questions IT Support Careers
Do I need a degree to work in IT Support?
Not necessarily.
The U.S. Bureau of Labor Statistics notes that requirements vary and that some user-support candidates can qualify with secondary education plus relevant IT certifications. (Bureau of Labor Statistics)
Employers establish their own requirements, so some positions will still require diplomas or degrees.
Can I get an IT Support job with CompTIA A+?
Yes, A+ can help qualify you for entry-level technical-support roles, but certification alone does not guarantee employment.
Practical troubleshooting ability, communication skills and a portfolio/home laboratory improve your position.
Can I study IT Support online?
Yes.
Google’s IT Support programme is fully online, while Microsoft, Cisco and AWS also provide extensive online learning resources. (Grow with Google US)
How long does IT Support take to learn?
Approximately 3 to 9 months can be enough to develop entry-level skills if you study consistently and practice hands on.
Becoming highly experienced takes years.
Can IT Support be a remote job?
Yes.
Remote technicians can troubleshoot operating systems, software, Microsoft 365, accounts, cloud applications and some networking problems remotely.
Hardware failures and certain infrastructure problems still require physical access.
Can IT Support be freelanced?
Yes.
You can provide home-user support, remote troubleshooting, small-business IT, networking, Microsoft 365 administration, backups and managed services.
Can I start an IT company after working in support?
Yes.
IT Support is particularly useful for aspiring Managed Service Provider owners because you learn what technology problems businesses experience repeatedly.
Experience before launching is highly valuable because technical knowledge alone does not teach service management, contracts, pricing or customer acquisition.
Is IT Support difficult?
It can be challenging because problems are unpredictable.
You need to think systematically rather than memorising every possible error.
Strong troubleshooting normally follows:
Identify → isolate → test → diagnose → fix → verify → document.
Does IT Support require programming?
Not for most entry-level positions.
However, PowerShell, Bash and eventually Python can significantly increase your automation capabilities.
What should I study after IT Support?
That depends on your desired career.
For networking:
CCNA → Network Engineer
For cybersecurity:
Security+ → SOC/Cybersecurity
For cloud:
Azure/AWS → Cloud Support → Cloud Engineer
For infrastructure:
Windows/Linux → Systems Administrator → Infrastructure Engineer
For automation:
Power Shell/Python → Cloud/DevOps automation
Conclusion: Is IT Support Worth Studying in 2026?
Yes, but approach it strategically.
Traditional Level 1 support is becoming increasingly automated, so the strongest long-term strategy is not to remain limited to password resets, basic software installation and scripted troubleshooting.
Use IT Support to master the fundamentals of professional computing:
Hardware
Windows
Linux
Networking
Security
Active Directory/identity
Microsoft 365
Cloud
Troubleshooting
Then specialize.
Current South African salary datasets illustrate how broad the market can be: P net’s 2026 vacancy data places IT Support Technicians around R20,000–R30,000 per month nationally, while other salary datasets report lower averages, particularly for entry-level and desktop-support positions. (www.pnet.co.za)
Internationally, the U.S. Bureau of Labor Statistics reports median 2025 compensation of $61,860 for computer user support specialists and $76,220 for computer network support specialists, with the top 10% of network-support specialists above $127,780. (Bureau of Labor Statistics)
The bigger opportunity, however, is progression.
A career can move from:
Help desk → IT Support → Systems/Network Administration → Cloud/Cybersecurity/Infrastructure → Senior Engineering/Architecture/Management
or:
IT Support → Freelancer → IT Consultant → Managed Service Provider → IT Company Owner.
For someone entering technology without a degree, IT Support remains one of the most practical ways to get hands-on professional experience.
The certificate gets your CV noticed.
The laboratory demonstrates your ability.
Troubleshooting gets you through technical interviews.
Experience increases your market value.
And specializing is what can move you from basic support into the higher paying areas of modern IT.