A technical support specialist needs a good understanding of technology and software to help answer questions. They may also need to monitor and evaluate the state of their company's or client's hardware, software and networks. Tech support specialists take feedback from customers via phone or messaging platforms, and then relay information about recurring issues with computer hardware or software applications to product engineers. They are also responsible for repairing or replacing equipment as needed.
Troubleshooting
IT tech support experts are responsible for identifying and resolving hardware, software and networking issues. They also provide customer service by answering questions over the phone or via webchat. They may also provide instructions to customers on using business-specific programs.
A successful IT tech support specialist must be patient and understanding. Some users aren’t as familiar with computer systems, so it is important for them to be able to explain their issue clearly. They must be able to use problem-solving skills and research knowledge bases to find solutions.
They must be able to track their progress and maintain a record of all work done. They must also be able to respond quickly to calls and emails for assistance. The first-call resolution rate (FCRR) is a key metric that tech support specialists are expected to meet. This reflects their ability to solve the majority of problems on the first contact with a user. Increasing this metric will help to increase customer satisfaction and lower the cost-per-ticket.
Installation
When a customer needs assistance installing software or hardware, IT tech support specialists can help. They can walk customers through the process by phone or through messaging platforms, identifying and diagnosing technical problems. They can also provide training to help users get the most out of their computer systems.
They can also install and update computer software, perform system backups and implement disaster recovery procedures. They can even help end users set up their own personal devices, such as tablets and laptops.
IT tech support specialists should have strong communication skills and be able to calmly explain complex issues. They can also use their problem-solving abilities to find the best solution and pass on any specialized issues to the appropriate team. They may also need to create and maintain documentation about technology-related policies, processes and best practices. This is especially important in a large company with multiple offices or locations. They can also assist with setting up remote access to help customers work remotely.
Maintenance
Keeping software systems up to date and addressing issues as they occur is a major part of IT Tech Support Expert duties. They ensure that tech support expert is adapting and responding to real-world user needs while still maintaining security and compliance with industry regulations. This includes ensuring that antivirus and antispyware programs are properly configured and updating their own applications to include the latest protections against cyberattacks. They also test new hardware for compatibility and performance.
They monitor computer systems for potential problems and provide training to end-users on how to use IT equipment. IT support professionals also create and update documentation on IT-related policies, procedures, and best practices. They may even perform system backups and disaster recovery. They may also participate in system upgrade projects to improve performance and functionality. They also attend conferences, seminars and training sessions to stay current on progressive technologies and computer utilities. They also consult with department managers to determine IT-related purchases and expenditures.
Training
In addition to technical computer skills, IT support specialists must have the ability to communicate well with customers. They must be able to take complicated tech-related issues and relay them in simple terms that end users can understand.
Many IT support professionals start their careers with a high school diploma or equivalent and continue to learn the ins and outs of the job through on-the-job training. Some also pursue an associate or bachelor’s degree in information technology, computer science or similar fields. IT-Ready’s IT Support Specialist program teaches students basic information technology (IT) skills to prepare for an entry-level position in the field. The program provides students with a foundation of knowledge to troubleshoot PCs, laptops, printers and mobile devices.
