Support techs may have a lot of responsibilities, like installing, testing, and maintaining PC and network hardware and software systems. However, the qualities needed to excel in this position are way more than the ability to perform certain tasks.
The following are the requirements for being an effective support tech:
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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.
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Effective prioritizing happens only when the support tech has good knowledge of all employeess roles in the organization, the priorities of the business and its overall nature. 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 must be dedicating to solving the problem, which occurs only when the client is satisfied with the results and the resolution is in accordance with 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
Usually, the support tech is the one who makes daily and direct contact with end users. The tech should thus have superb listening skills and be able to talk to users in a language they can understand.
Change is an innate characteristic of information technology, and those who would like to stay productive in the industry should actively pursue every opportunity to boost their knowledge, whether through formal training or by simply asking questions from their superiors or of co-workers.
Logical and Creative Thinking
Techs need to apply a consistent, logical technique when trying to resolving computer problems. Even in the face of a new situation, the tech must be able to solve the problem, or isolate the problem conflict at least. Supporting logical thinking, the tech must also be capable of creative reasoning leaps if he fails with the use of logic alone.
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. This is the kind of tech who can actually encourage and reassure users, paving the way for a more positive relationship between company and client.