IT support refers to various services that commercial entities offer to end users of computers and technology products. In short, IT support also provides help to customers regarding specific technical issues with a particular product or service, and not providing technical support in general, installation, or other maintenance services. Many companies offering IT support also provide online tech support which can be accessed by a number of people at the same time. The aim of this support is to solve technical problems. This process requires people who possess IT knowledge.
There are many ways to find IT support specialists.
Referral services are among the most popular and well-established sources of IT professionals. These services employ representatives who work on their behalf to locate qualified technicians, and consultants, as well as candidates who possess technical skills, and knowledge about hardware and software systems. These service providers typically contract to external organizations to provide managed IT services, and may even assign an agent to handle queries and other technical issues. Some specialized IT service providers may work exclusively through referral systems.
On the other hand, there are other techniques to find qualified support personnel. Referrals are only good if they reflect the correct balance of qualifications and experience. Qualified technicians and consultants should be employed by a local or international company. Such employees should possess knowledge about specific computer hardware or software applications. They must also possess specific skills such as troubleshooting or repairing hardware and software applications, or knowledge of specific hardware components. This requires specialized knowledge of specific components, support guidelines, and their maintenance.
Computer-based troubleshooting, or computer-based support, is a process of locating, isolating, and correcting computer hardware problems. For instance, if the computer displays a black screen, it could mean that the video card has failed, or the sound card might be failing. If a specific file or application is missing, then it could be the case that a virus has infected the system. A qualified technician can isolate the problem, determine the exact cause, and repair it using advanced repair tools.
Computer support technicians can provide basic troubleshooting
help such as resetting the system to its normal working mode. They may also help users deal with minor hardware problems. The IT industry standard for technicians providing on-site help desk services is BIS certification. This qualification is achieved after taking and passing a series of exams that test the technical support professionals’ knowledge about specific computer hardware and software applications.
The IT support industry is not just limited to hardware support. In fact, IT professionals can provide assistance for both hardware and software applications. IT support technicians are trained to help customers solve problems related to computers, laptops, printers, networking equipment, servers, and network installation and maintenance. For larger companies, IT technical staffs may work as full-time employees and provide both onsite and offsite computer support.
- IT support companies may require employees to have a certain amount of working knowledge on specific computer hardware.
- This helps ensure that the technicians understand the needs of the company’s customers and provide quality services.
- However, there are some companies that prefer technicians who possess a general knowledge of a wide range of computer hardware and software applications.
In these cases, it is not necessary for an employee to possess a specialized degree in an IT discipline.
IT support technicians are categorized according to their skills. The most common skill in an IT support technician profile is the hardware technician. These technicians troubleshoot equipment that are connected to the network using different methodologies. Network diagnostics, troubleshooting, and patching are some of the specialized skills in this profile. On the other hand, network security technicians deal with networks that are far more complex than equipment that is simply linked to a router or network server. This is a more specialized IT support level and requires the individual to have at least a bachelor’s degree in computer science and information systems.