IT People Blog – The task of technical support is enormous. This is because it relates to network mobility in the office. If there is damage and it is not handled quickly. This problem will be very annoying for users. For that IT staff must be able to handle it quickly and responsively.
The existence of technological developments has a very positive impact in almost various sectors. One of them in the sales system. For this reason, the task of technical support is very important. Almost all companies use technical support to support their business.
Technical support is a person who evaluates technological improvements in a company. This increase is in several objects, namely software, computers, and network systems. This assistance will make the company’s mobility flow smoother.
Currently, the interest in the IT field is very large. Moreover, it is supported by many community and business activities in the field of technology or online. This makes many job vacancies appear related to technology.
What is Technical Support and Levels to Know?
As explained above, technical support is a service provided to help overcome the problems experienced by consumers. This technical support task is applied to the configuration of hardware and software. There are many forms of services that can be provided via chat, sms, telephone, email, tickets, websites, and also several other online methods.
An advanced company will divide this technical into several parts. Usually there are three levels that you must understand. This division will clarify the duties and responsibilities of each. So that the problems faced by consumers can be resolved.
Here are some levels of technical support tasks that must be understood:
1. Primary level (first level)
This handling is at the first line of customer support. In these circumstances the team at the first level must understand more deeply about the product. So that it can handle in finding information about consumer anxiety. The problems that are commonly experienced are resetting the username, fixing the info, and unblocking the address.
This determines whether the consumer needs more help or not. If the problem can still be solved, team one will offer assistance and the problem experienced by the customer will be sent directly to the next level. Handling will be carried out according to the information that has been checked at level 1.
2. Secondary level(second level)
Technical support jobs at the second level must have a deeper understanding of the products and services offered by the company. Handling that must be done is faced with technical problems. So that the ability possessed must be specially certified.
This technical support task will also be supported by information from the first team. They do a thorough analysis. This is because the problem could be related to the existing technology devices in the company.
3. Tertiary level(third level)
At this level the working team must have a higher level. For that their abilities must be above average. This team is able to overcome fairly complex technical problems. All levels will work together to analyze and seek additional information about the problem. At this level, they can communicate directly with consumers and re-analyze obstacles that the previous teams might not be able to overcome.
Even this team can come directly to the consumer. In this team, the problems they face are usually more complicated and can be sourced from software. For this reason, this team must have a lot of experience to be able to serve consumers appropriately and quickly. In addition, it is able to provide solutions that can solve consumer problems.
Some Technical Support Duties and Responsibilities
Actually, the task that is borne by this technical support depends on the users in a company. However, broadly speaking, there are several duties and responsibilities. Here are the qualifications that you can study.
1. Must ensure that the computer is always ready for use by the user.
2. Check the network connected to the computer and make sure it is connected smoothly.
3. Check if the application is ready to use. Checked to make sure it’s running properly.
4. Ensure data is stored on computers used by users.
5. Doing documentation for technical reports.
6. Basics on computers must be well understood.
7. Technical support must understand the working principle.
8. If there is a problem with the computer, be able to restore data.
9. Able to do browser settings properly.
10. Fix broken technology quickly.
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For this reason, being a technical support analyst must carry a considerable responsibility. This is because his work is network-related on the technology used by a company. If damage occurs and cannot be handled quickly, it will hamper the productivity of the company.
Skills An IT Must Have To Balance Technical Support Tasks
It can be said that technical support is the brain of the life of a company. This is because technical support is directly related to network and computer systems in the company. They must be able to analyze the problem and fix it. For that IT staff must have the following skills.
1. High flexibility
Problems that occur on the network or computer equipment can occur at any time. Even uncertain. For this reason, a technician is required to have high flexibility. The work they do can last several days. Even for the weekend they can be needed. Reflecting on that a technician must have a high priority scale.
2. Have a good way of communication
Good and correct communication skills must be possessed by IT staff. This is because they have to talk about problems that occur to users with many circles. For this reason, an easy-to-understand explanation must be applied. Not all users understand about technology. That’s why communication skills are needed.
3. Have tech skills
Of course, people who are placed in technical support must have technological skills. This goes hand in hand with the assigned tasks. They must understand about computer science. A technician must know how software systems, hardware, web-based applications, and many others work. This skill must continue to be honed because technology is growing day by day. Updating is the best way to stay in the tech field.
4. Have problem solving skills
The problems they face are always related to technology. For that a technician must be able to listen to the complaints given by the user. This is to find out various problems and develop a plan to deal with them. That’s why problem solving is needed by a technician. They must understand in detail, so that even small mistakes can be overcome.
This explanation of technical support tasks and responsibilities is very important to understand. So, if you want to find a technician make sure they have the skills that you have classified. Don’t choose the wrong person, your company’s mobility in technology may be hampered. In fact, if the computer cannot be used, the employee cannot be productive at work.