IT support refers to various services which enterprises offer to end-users of different technology products or online services. In simple terms, IT support provides support with regard to specific issues with a computer software product or service, and not providing general training, modification or provision of the same. It also tends to provide guidance on specific security threats to networks, on application development, and on business data maintenance. Since technology is constantly evolving, it is always important for organizations to provide IT support services in order to stay updated and in the loop, and also to understand and overcome any new technologies that may come out of the market.
IT support is divided into two segments: Customer service and System support. IT support which is provided by an IT professional is known as Customer Service, while the system support is provided by computer technicians who are hired by the organization for providing technical support to end-users. Many companies that offer IT support also offer online or telephone support options for those customers who may not be located near an IT office. These online services are very popular for small businesses which cannot afford to maintain a physical presence.
In a typical organization, IT departments keep two types of technicians-the ones who are employed as full-time staffs and the ones who are employed on contract as subcontractors or technicians. The one who works as a full-time staff has the job of maintaining the hardware, while the one who works as a contractor has the job of providing systems support to the company. These technicians are trained and tested for a minimum of one year on computer systems and network protocols before they can take up their jobs. Some of them have to pass an exam to ensure they are qualified for the job of taking on system support jobs. It is very rare to find any technician support tiers at an organization that do not require some form of certification.
The Requirements And Set Standards for IT Technicians and Support Services
It is also a requirement that a technician support tier must possess the skills of troubleshooting, command of networking hardware and software, understanding of routing hardware and software, maintenance of servers and workstations, and knowledge of troubleshooting hardware components such as hard disk drive, memory card, printer, modem, and optical disk. A good technician needs to be skilled in using hardware and software such as operating systems, data backup programs, virtualization, email, web site administration, office automation, security, anti-virus programs, and web browser. Each technician also needs to know how to troubleshoot various problems that come up in the network such as security-related issues, configuration issues, database issues and data loss. Some IT support companies also provide training to existing employees in order to enhance their skills.
On the other hand, IT technician support tiers such as the Computer Support professionals have the job of providing computer repair and system maintenance services to end-users. These services are usually required by large organizations or corporations that can afford to hire a large number of technicians. Support technicians need to be skilled not only in hardware but also in computer software and in troubleshooting procedures.
In addition, both IT support technicians and Computer support technicians need to possess excellent customer service skills. These professionals need to interact with end-users on a regular basis. For this reason, good customer service skills are very important. IT technicians and systems supports should always be friendly and polite to customers. This helps avoid unnecessary confrontations and misunderstandings.
What A Good It Technician Looks Like
A computer technician resume should include a thorough discussion on your work experience. This should clearly state the role you played, your responsibilities, and accomplishments. In addition to this, it should also include skills like typing and manual mail, some computer programming languages like C++, awk, dos, and java, troubleshooting techniques, and basic troubleshooting procedures. It is advisable for a technician to include information about certifications, training, and relevant work experience in their resumes.
A good technician resume should clearly state any previous professional qualifications you have acquired. It should also include a discussion about the areas you are passionate about. This will help the employer to assess your potential for the position. IT support technician resume should be constructed in a manner that highlights your expertise in troubleshooting computer systems and providing optimum customer service.