Plenty of services by which enterprises provide assistance to users of technology products or electronic products to make them better understanding
As a Technical support/helpdesk employee, you’ll be monitoring and maintaining the computer systems and networks within an organisation in a technical support role. If there are any issues or changes required, such as forgotten passwords, viruses or email issues, you’ll be the first person employees will come to.
Most importantly, as businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to repair or replace them, your technical support is vital to the ongoing operational efficiency of the company.
SKILLS REQUIRED TO BECOME A TECHNICAL SUPPORT ENGINEER
To become a good Tech. support Engineer the following skills are essential. As well as a strong technical background, many employers would expect a candidate be able to explain complex information in simple, clear terms to a non-IT personnel. Additionally, they will be looking for:
• An ability to assess each customer/employee's IT knowledge levels
• Ability to deal with difficult callers
• Logical thinker
• Good analytical and problem solving skills
• Up-to-date technical knowledge
• An in depth understanding of the software and equipment your customers/employees are using
• Good interpersonal and customer care skills
• Good accurate records keeping
Entry level Skills required
• Technical support to users by researching and answering questions,Problem Solving
• LAN Knowledge, Help Desk Experience, Operating Systems, PC Proficiency
• Verbal Communication, Phone Skills, Customer Service, Quality Focus,
• System Administration, UNIX System Administration, Troubleshooting problems
• maintaining workstation and LAN performance
DUTIES AND RESPONSIBILITES
IT technical support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but may include: • Installing and configuring computer hardware operating systems and applications
• Monitoring and maintaining computer systems and networks
• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
• Troubleshooting system/network problems/diagnosing and solving h/w or s/w faults
• Providing support, including procedural documentation and relevant reports
• Following diagrams and written instructions to repair a fault or set up a system
• Setting up new users' accounts and profiles and dealing with password issues
• Responding within agreed time limits to call-outs
• Working continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritising and managing many open cases at one time.
• Rapidly establishing a good working relationship with customers and other professionals, such as software developers.
• Conducting electrical safety checks on computer equipment.
Academic/Qualification Background: Academic background of a Technical Support Officer should be in Computer Science or Information Science, Electronics & Communications.
A B.E/B.Tech., MCA, BCA, BSc, Diploma in Computer Science, will land you a job quickly. Bachelor degree in any of the following stream.
• Business information technology, Business systems engineering, Computer networking and hardware, Computer science, Computer software development, Information technology, Internet engineering, Software engineering.
The above qualifications are not always required for this work, although some employers do prefer a degree or IT-related qualification. Employers also look for in-depth knowledge of the programs and applications they use.
On any typical work day, due to the nature of the work, you may be expected to work shifts or be on call. It may be necessary to work extra hours to finish a job. Opportunities for part-time work are not common, given the working hours in many large organisations, but it may be possible in some smaller establishments.
Career Progression IT Technical Support Officers may work in numerous areas including public and private sector • Computer networks
• Desktop support
• Contract hardware maintenance
• Suppliers of vertical software applications
• Managed hosting providers
• Software/equipment suppliers, including application service providers (APSs)
• IT maintenance companies
• Call centres
• Retailing chains
• Financial institutions
• Education (schools, colleges, universities)
• Local government
• Health trusts
There are positions for IT technical support officers in any organisation that depends on computer systems.