Qualities Of An IT Support Technician
IT support is a broad service which supports clients of certain technologies or services using hardware devices. IT support usually refers to PC support, help desk, or network support. In contrast to conventional training, IT support normally concentrates on assisting with a particular user issue or problem. The typical services include repairing damaged hardware devices, installation or reinstalling software applications, updates to servers or operating systems and resolving hardware conflicts. There are a number of organizations offering IT support services to large organizations, small businesses and even to students and home users.
A number of companies offer managed services that can be self-administered by an IT professional. For small companies and offices, it may be sufficient to outsource the IT tasks to a computer network administration company. Such companies hire IT professionals who have been trained and are skilled in managing servers, networks and workstations. They can also provide computer network administration services that involve a number of functions including controlling and monitoring servers, computers and printers. These companies also provide on-site or off-site backup for network files, data files, email and documents.
In addition to providing IT support services, a managed service provider can also provide other IT support services such as troubleshooting, configuration management, deployment of new applications, antivirus, spam filtering and security management. These companies also provide help desk services, such as responding to customer queries, recovery and fix issues, support for the application and client company networks, upgrades and detection of security issues. It can also train individuals to become an IT professional.
A managed service provider can provide data analytics. This helps in managing processes, costs and human resources. Some of the common data analytics provided by these service providers include web usage metrics, usage trend reports and detailed server utilization reports. Other types of data analytics may include allocation of resources based on performance, availability and scalability of hardware and software. The data analytics can also help in decision-making and strategic planning.
Remote IT management provides IT support where a service provider maintains a complete database of all the hardware and software installed on the client’s system. This ensures security, compliance and disaster recovery. There are two types of remotely managed servers – unmanaged and controlled. A remote IT service provider may maintain a fully managed or a partially managed server depending on the contract agreed upon between the provider and the client company.
Remotely managed services are mostly offered through telephonic or video call technologies. Telephonic technology allows for a company to send requests for technical assistance to the service provider by using phone numbers from various locations around the world. Video call technology uses sophisticated equipment such as cameras and voice recorders to enable technical assistance to be given to a client company in the form of instructions, reports, files and other data. Some providers offer managed services through email and Internet telephony services. Some techs also provide online tech support that involves answering queries through Internet or a customer service forum.
A network support technician must be well versed with the Windows 2021 operating system, basic troubleshooting tools and utilities, antivirus software, and other computer applications like web browsing tools and email applications. These technicians also must have a thorough knowledge of networking protocols and technologies like DSL, ASDL and Fiber channel. They must have a good understanding of troubleshooting problems involving PCs, laptops, printers and other devices. Networking skills are also necessary for troubleshooting problematic cable connections, phone lines and Internet services.
Remote IT support technicians may use the latest technology used in hardware and software to ensure efficient support. New software applications and hardware designs are constantly being introduced to facilitate IT departments. A support technician must therefore be familiar with the latest technological features. The ability to work as a team with other technicians is an important quality. They should also be able to work independently without the need for supervision or backup by others.