IT support refers to various services that organizations provide to end-users concerning technological products or services. In simple terms, IT support gives assistance to customers regarding specific issues with a software product or service, and not providing training, modification, or provision of that product, itself. The nature of IT support services required varies from one organization to another. The services may be Web site support, network support, troubleshooting, installation, maintenance, configuration, security, and computer support.
The typical IT support service layer consists of five components:
the IT supplier, the IT professional, the customer, and the system administrator. The system administrator is usually a software engineer trained and experienced in the installation, maintenance, and configuration of computer systems. Some IT support companies also employ personnel who are highly trained in using new software packages and Internet technologies. In most companies, the IT support specialists are located in the office or out in the field. IT support specialists work together as a team to resolve customer issues and achieve business objectives.
There are two types of IT support specialists. There are those who possess a broad range of technical skills and are capable of assisting both technical and non-technical personnel in troubleshooting computer systems. These IT support specialists can perform a variety of tasks such as providing direct technical support, e-mail support, and remote support. On the other hand, there are computer system support specialists who only possess a specific set of skills and are only capable of assisting technicians in troubleshooting and repairing computer systems. The IT support specialist job description is very detailed and may even include tasks such as troubleshooting hardware and software problems, installing upgrades, back up tapes, and setting up networks. The IT support specialists job role is very important in the IT world because they are the ones who monitor the processes and activities of network providers, technicians, and other IT support professionals.
Within the IT support environment, there are four tiers or levels of certification that can be acquired. The first two tiers consist of those IT support specialists who have at least a bachelor’s degree and are certified by an IT educational institution. These technicians are usually tech support specialist or PC technicians who have years of experience in troubleshooting and repairing computer systems. They may be able to provide help to customers who call with technical problems related to a specific product or software. The second tier includes individuals who have a bachelor’s degree but are not certified; these people are mostly IT support managers or information technology support managers who have a number of years of experience in troubleshooting and repairing computer systems.
IT support specialists who are also IT support managers are responsible for overall supervision
of their teams and departments. This allows them to help their clients and solve troubleshooting problems that occur within the company. Besides being responsible for the supervision of all their teams, these managers are also expected to have a strong marketing skill. Their skills in sales and customer service will be greatly beneficial to their employers because it helps these professionals market themselves to potential clients. These professionals may need to make presentations and give demonstrations at various times during the day, especially during off hours, to convince their potential customers that they are capable of handling technical problems.
IT support services can be managed through the use of several different IT support tool and platforms. The most common among these is the Microsoft Project. This platform is integrated with the Microsoft accounting software so that IT support personnel can easily provide assistance to their clients with budget analysis and suggestions on the best solutions for their business. There are also IT support tools such as the Microsoft Application Manager and the Microsoft System Manager that allow users to install and remove programs from their computers. One advantage of using this tool is that it enables IT support specialists to install upgrades and patches on their clients’ systems remotely.
- The Internet also offers IT support specialists a number of job openings where they can choose from a variety of IT positions.
- One example is the field of information technology management, which involves managing
- the day-to-day operations of information technology systems, such as email systems and intranet applications.
These IT support specialists may also be responsible for troubleshooting computer systems that are infected with viruses or worms or for setting up networks and securing them.
IT support specialists are also responsible for troubleshooting laptops and other devices that are used by end users. In this role, they will be able to diagnose and resolve issues with hardware, software, networking, and user settings. To qualify as an IT support specialist, one must possess excellent interpersonal skills, computer knowledge, and expertise in using Microsoft Windows as well as other computer system utilities. One must also possess excellent writing skills and be familiar with Microsoft Office programs and documentation.
