As automation transforms industries worldwide, IT support roles are evolving rapidly, shifting from traditional troubleshooting tasks toward more strategic, value-driven responsibilities. In the past, IT support primarily focused on resolving hardware issues, addressing software malfunctions, and helping users navigate basic technical problems. However, as automation and artificial intelligence (AI) tools become increasingly prevalent, the role of IT support professionals is being redefined to meet the demands of a digital-first environment.

Automation is now handling many repetitive tasks, such as password resets and routine maintenance, freeing IT support staff to engage in more complex, higher-level responsibilities. Modern IT support professionals are increasingly expected to possess skills in data analysis, cybersecurity, and cloud computing. This shift is creating a demand for professionals who can not only troubleshoot technical issues but also contribute strategically by analyzing system efficiencies and recommending technological improvements.

In addition to technical expertise, interpersonal and problem-solving skills are becoming even more valuable. As support staff interact with diverse teams across an organisation, their role as technology advisors becomes crucial to smooth operational workflows. Those who can communicate complex ideas clearly, offer innovative solutions, and adapt to rapid changes in technology will excel in this new landscape.

For IT support professionals, upskilling in emerging technologies and developing a broad skill set is essential to remain competitive. As companies embrace automation, IT support roles are not disappearing but transforming—opening doors to advanced, rewarding career paths that combine technical insight with strategic foresight.

By Stefania Ambela, Communications Specialist, iTechScope, 6/11/2024