IT support refers to services that companies provide to end users of certain technology products or services, for resolving software related issues. In short, IT support simply provides assistance regarding specific issues with a particular product or service, instead of offering training, distribution, or modification of the product itself, or any other support services for that matter. It may also be provided to answer questions that a client has about a particular product.
The services that an IT specialist can offer depend on the nature and scope
of their work. For instance, some IT support specialists offer a wide range of hardware and software applications. They will hence be proficient in handling both desktop and laptops computers. It is common for an IT specialist to handle hardware like motherboards, processors, disk drives, keyboards, monitors, USBs, and other devices. Some IT support specialists deal only with software applications such as operating systems, email servers, chat clients, office suite suites, multimedia systems, and other supporting applications.
There are many instances where an IT support specialist may provide support to computers and other peripherals. For instance, they could assist in troubleshooting hardware such as printers, scanners, modems, wireless routers, and security cameras. On the other hand, they can also provide support to a computer system’s software applications.
There are several basic skills which are required to be a successful IT support specialist. The skills that an individual must possess in order to become one are as follows: knowledge of the latest technologies and methods, ability to solve complex problems and handle different types of software applications, knowledge of network technologies, ability to follow instructions, follow documentation closely, follow client needs and expectations, and good time management skills. It is important for an IT support specialist to posses these core skills. It shows that the individual is able to think independently and implement solutions to different problems that come across their desk. Furthermore, it indicates that the individual is efficient in managing their time and resources. In addition to this, it also shows that they are detail-oriented and are able to concentrate on tasks that are assigned to them.
It is important to note that IT support specialists do not only provide
technical support to end-users or customers, but they also perform various troubleshooting services to business organizations, governments and vendors. They play a key role in resolving hardware and software problems as well as assisting in network maintenance. IT support service providers perform the following functions: troubleshooting, solving problems, detecting problems, providing solutions, implementing solutions, training staff, analyzing data, and updating documentation. In essence, they provide technical support round the clock. In order to achieve this feat, some IT support service providers have integrated IT consulting services, web site designing and development, database management, and software engineering.
An IT support service provider should ideally have a strong knowledge in the support area. The IT support headings denoting departments and personnel are as follows: accounting, design, field service, networking, field assistance, field sales, programming, and verification. Based on the responsibilities of each department, certain people are assigned specific duties. The person who holds the title of IT support specialist, for instance, may be involved in troubleshooting problems involving hardware as well as software. In addition, the person who holds the title of Network Administrator is in charge of managing a network’s traffic, determining network security, installing upgrades and patching existing software and hardware, and so forth.
- IT support specialists are expected to possess certain core IT skills.
- The IT support specialist must know how to troubleshoot hardware issues;
- He or she must understand how to troubleshoot hardware issues on clients’ computers;
he or she must understand how to troubleshoot network troubles; and he or she must know how to troubleshoot server problems. With regard to network troubleshooting, the person who knows how to create routing tables, change settings on routers and to configure security features on servers should be appointed as an IT support specialist. On the other hand, the person who can make or receive telephone calls from clients using a remote computer-networking device must also be appointed as an IT support specialist.
For companies with high-traffic websites, it may be advantageous for them to hire an external IT support specialist. These individuals can provide support for both internal and external websites and computer systems. As a part of providing online backup services, they can also help fix broken links, back up files, and restore services on servers. This enables companies to minimize costs related to repairs and the downtime caused by hardware malfunctions.