Case Study: My Experience With Services

What Makes a Good Support Tech?

Support techs are known to have a long list of responsibilities, such as installing and testing PC network software and hardware, as well as providing long-term maintenance. However, the qualities needed to excel in this position are way more than the ability to perform certain tasks.

Here are the requirements for being a truly effective support tech:

Discipline

Being disciplined affects various areas of the support tech’s job, like setting and following a schedule, meeting deadlines, providing timely solutions to users’ problems, and even staying calm when provoked by an irate client. Needless to say, disciplined support techs are more trustworthy and likely to prosper as IT professionals.

Effective Prioritizing

Effective prioritizing is possible only when the support tech has detailed knowledge of every employee’s role in the organization and the nature of the business, including its priorities. Support techs have to do everything they can to learn about the organization and prioritize their commitments and tasks accordingly.

Dedication to Problem Resolution

The tech has to be committed to resolving the problem, which is only possible when the user is contented with the results and the resolution adheres to company policy. He must also be willing as well as capable of following all the steps needed, even in a crisis situation, tightening loose ends when needed.

Good Communication Skills

In most cases, the support tech is the point of contact between a company and its clients. The tech should thus have superb listening skills and be able to talk to users in a language they can understand.

Flexibility

Change is part of this whole world called information technology, and those who want to continue being productive must pursue all available opportunities to grow their knowledge, whether through formal schooling or simply by asking questions from their bosses or colleagues.

Logical and Creative Thinking

Techs must apply a consistent, logical method in resolving computer issues. Even when confronted with a new situation, the tech should be able to fix the problem, or at least isolate the conflict. In support of logical thinking, the tech should also be able to make creative reasoning leaps if logic alone does not work.

Technology Inclination

If a tech is not genuinely interested in technology and merely regards his work as routine, it is unlikely he will stay up to date with the current developments or have passion for the job. A tech who is excited about technology is specifically important in a rollout, in which need to learn a new product to continue doing their jobs. These are the techs who can actually encourage as well as reassure users, thus improving relations between company and client.
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