IT support refers to various services that commercial entities offer to end users of computers and technology products. In short, IT support provides assistance to customers regarding specific issues with an electronic product or service, and not providing training, provision of modification or other support services relating to the product. In many cases, IT support is provided as part of a warranty program. It can also be offered through independent computer repair vendors. Often, customers will seek IT support when they encounter problems with their computers that they are not able to fix themselves.
The typical roles of IT support specialists involve a combination of diagnosis,
modification, and repair of computer systems. This work requires knowledge of various components of a computer system and the corresponding hardware, as well as knowledge of how each of these components works together in concert with one another. Many computer system IT support specialists are also troubleshooting technicians who utilize diagnostic tools to identify hardware or software errors. These experts are also typically trained to provide advice to customers concerning specific repairs to computer systems.
A typical IT support specialist provides two distinct types of services to customers. The first type of service is managed services, which can either be onsite or offsite. Management of IT support usually occurs offsite with an IT support technician being dispatched by the company to resolve a specific issue with a computer system. Some companies opt to keep IT support personnel on site for specific tasks, such as software or hardware upgrades.
Onsite IT support specialists handle all hardware issues involving computer systems. In most cases, such support specialists work for a particular computer system manufacturer and serve as representatives of that manufacturer at retailers and at other locations. Oftentimes, they are referred to as installers or technicians because they perform the same types of tasks that computer-parts sales reps must do. However, some support specialists work directly for individual computer systems’ manufacturers and only provide support duties if they are needed.
Offsite IT support specialists handle all IT tasks that require traveling to the customer’s location. Sometimes this requires the assistance of a trained person onsite to assist with hardware issues or technical questions. Some support specialists may have teleconferencing or other ways to contact the customer directly. In some circumstances, however, such help desks may not always be available or may not provide the level of customer service customers need. Such support technicians can also be located offsite in a data center or in a similar building, as is often the case with call centers.
For many companies, hiring an IT support company is preferable
to having its own dedicated team of technicians. One of the major benefits of IT support companies is the ability to rapidly and accurately resolve hardware issues that occur during normal business hours. For smaller companies, especially those that only employ a few employees, hiring a separate team of IT support personnel and training them to coordinate with computer systems’ hardware departments can be a more expensive option. Having a single customer service agent, located onsite with access to multiple computer systems, provides a single person who can take on all of the typical duties related to the different computer systems as needed. These agents are also capable of handling emergencies, restoring operations to normal quickly, and helping clients resolve minor problems without involving additional people.
- When applying for a position as a technical support job description.
- You must be prepared to handle any situation that may arise.
- You should understand the typical duties and responsibilities of these jobs.
and provide examples of your past experience in dealing with similar situations. You should also have at least three years of experience with computer systems, preferably working directly with an area of specialty. Most IT support companies specialize in one or two specific areas of computer systems. Having experience with more than one niche will be greatly beneficial in finding a position that fits your particular needs.
The majority of IT support positions only require one or two years of experience. IT support agents that have at least three years of experience and specialize in a specific area will most likely have the best chance for success. These individuals will not only have the knowledge base necessary to provide comprehensive troubleshooting services but will also have vast knowledge of how different types of computer systems operate and how to resolve common issues. Having relevant work experience and a certification is a definite plus when applying for a position as a troubleshooting specialist. You will likely have the best shot at getting hired if you have worked in the field for several years and have a proven level of expertise.