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Information Technology – Contact Centre Technical Support Agent
1 to 2 years
Red Seal

Information Technology (IT) contact centre technical support agents answer technical questions from clients. They set up help desks, which support clients in their use of a wide variety of software applications at an advanced level.
Information Technology Support Analyst

Certification Requirements
  • The Contact Centre Technical Support Agent apprenticeship consists of 3,730 hours of on-the-job training.
  • Apprentices must also complete one 5-week and one 4-week in-class technical training session (270 hours).
  • Once you have successfully completed the apprenticeship requirements, you receive a Certificate of Apprenticeship and are certified as a journeyperson in the trade.
  • A person with at least 4,000 hours of related work experience is eligible to apply for a Trade Equivalency Assessment (TEA) and, if successful, becomes certified as a journeyperson in this trade.

Educational Prerequisites
Grade 12 or equivalent.

In-Class Training
Please contact your local apprenticeship office for information on the availability of technical training for this program.