IT Support Services
IT support refers to services which entities offer to end users of communications equipment or technology products. In simple terms, IT support provides technical assistance regarding certain technical issues with a particular product, service or software, and not providing tailored training, provision, or modification of the said product, service, or software. A company that offers IT support is typically an information technology (IT) solutions provider who deploys systems to improve company efficiency. It also aims to improve system performance, and to make information technology systems more effective, reliable and secure for both companies and their customers.
A typical IT support specialist deploys a range of computer software applications
and hardware devices such as servers, workstations, racks, and storage units. Such equipment are deployed to provide IT services to clients. Typically, they will use the latest technological advances in communication devices and software applications to assist in troubleshooting, resolving and fixing hardware issues.
These IT support specialists use a specialized form of technical support called “problem solving” which entails first assessing a specific IT issue and then working on a solution for that IT issue. They will also use technical tools like logs, test cases, and virtual labs to test hardware and software components. A lot of IT specialists are also involved in “self help” forums where they can exchange ideas, experiences, knowledge and ideas about IT support and related topics.
IT support specialists can be categorized into three tiers – professional third party and self-service technician. A professional IT support specialist has at least a bachelor’s degree in computer sciences, with at least five years experience. A professional IT support specialist must be registered with the Information Systems Examination Board (ISEC) before he or she can take the exams to test his or her knowledge on information technology (IT) and information management (IM). Certified professionals can also be from any of the three types of IT support tiers; they just have to pass the exam to become a certified technician.
Third party technicians are people who work as independent contractors for IT support companies. These technicians are qualified only for the tasks that they perform. However, they are fully supported by their IT support companies. This type of technician has a lower salary because he or she works only for IT support companies and does not have to report to anyone. He or she may however be able to work on contract for bigger companies who need more manpower.
Self-service technicians are persons who have acquired the skills but are not certified, to provide technical support services.
The job of these professionals is to install and configure software and hardware, troubleshoot hardware issues, install drivers and update Windows. Those who have acquired the skills needed to perform the job should possess a minimum of six years of relevant work experience. There is no minimum requirement for certification.
- Technical writers are people who are hired by IT support companies to write manuals and support applications.
- Their job is to write software reviews that describe the features and benefits of different computer systems.
- They need to thoroughly read and understand the computer systems that they are testing
in order to determine which software faults to identify and what hardware to replace. Writers need to be proficient with the English language and should be capable of writing clear and concise information. The technical support writer who can convey his or her knowledge of software, hardware and applications to computer users easily and in an accurate manner will be preferred.
IT technical support services are the only method by which businesses can stay updated with the latest technology. For this reason, they need to employ technicians who are skilled and knowledgeable enough to handle problems that arise. Technicians also need to work under limited time schedules. Therefore, they need to show good performance even at times when the client is not open to resolving a problem. All this can be achieved if the right candidate applies for the job.