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Information on Technical Support For any establishment that depends a lot on their computer system and network, it is essential for the establishment to have an in-house technical support personnel, also referred to as help desk operator, technician, or maintenance engineer, who can be in charge in the monitoring and maintaining of these systems, such that any problems, like forgotten passwords, viruses or email issues, can easily be resolved by the technical support personnel. The nature of the job of a technical support technician is multi-faceted, because it is confronted with so a diverse technical tasks, such as installing and configuring computer systems, diagnosing hardware/software faults, solving technical problems, and these can be easily done over the phone or actual visitation. 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. Other possible job opportunities could be as an after-sales support for software or equipment suppliers or IT maintenance support for companies that are IT service providers. 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 technical support job qualifications are high, since it demands for a strong technical background, as well as acquiring good interpersonal skills, because all these are necessary for application in the following tasks: 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. For anyone who desires to pursue a technical support job, starting from high school, he/she must have good grades in English, Math, Science and IT and pursue college with computing courses or related to computing courses, will land him/her a job first as a trainee in technical support. Due to the constant developments of new hardware and software tools in IT, employers are requiring those in technical support to undergo structured training schemes or they are sent to relevant courses just to stay up-to-date with new technologies.Where To Start with Technology and More