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The Nature of a Technical Support Job

A technical support personnel may also be called as help desk operator, technician, or maintenance engineer and, basically, its job function is in the monitoring and maintaining of the computer systems and networks within the organization, such that if there are problems, like forgotten passwords, viruses or email issues, the technical support personnel will be the first person that will be asked to troubleshoot and resolve the problem.

The scope of a technical support job is very diverse and multi-faceted, such that for one to qualify, he/she must not just be knowledgeable in troubleshooting computer hardware and software tools and the system itself, one must be highly trained and an expert in a specific area of specialized field system, like any of these following: installing and configuring computer systems, diagnosing hardware/software faults, solving technical problems. As technical support personnel in a company, other tasks may include: identifying computer problems and advising on a solution, logging and keeping records of customers’/employees’ queries, analyzing call logs, updating self-help documents, working with field engineers, testing and fixing faulty equipment. The job of a technical support can also be applied in such jobs as after-sales support for software or equipment suppliers or for IT service providers, as an IT maintenance support.

A technical support job has huge potentials for a lot of opportunities, because it is a very in-demand job, nowadays, like promotions are fast from support level to senior position to team, section or department level and there are advantageous areas in IT that can easily be applied into, such as programming, IT training, technical sales or systems administration.
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The job requirement skills of a technical support is not just based highly on a strong technical background, but also more into having good interpersonal skills, as these qualifications can help him/her to do these tasks successfully: ability to assess each customer’s/employee’s IT knowledge levels, ability to deal with difficult callers, must be a logical thinker, good analytical and problem-solving skills, has an up-to-date technical knowledge, an in-depth understanding of the software that the customer is using, good interpersonal and customer care skills, and accurate records keeping.

All possibilities of landing as a technical support trainee can be achieved with having good grades in English, Math, Science and IT from high school and additional computing or related to computing courses. The highly competitive world of IT has been always on its toes with new developments in hardware and software tools, that’s why most employers require ongoing training for technical support jobs, putting these technicians on a structured training schemes, as well as sending to relevant courses to stay update with new technologies.What No One Knows About Technology