Support techs are known to have a long list of responsibilities, such as installing and testing PC network software and hardware, as well as providing long-term maintenance. The qualities necessary to excel in this position, however, go way beyond the capability to perform specific tasks.
Below are the requirements for being a highly effective support tech:
Being disciplined affects various areas of the support tech’s job, like setting and following a schedule, meeting deadlines, providing timely solutions to users’ problems, and even staying calm when provoked by an irate client. Needless to say, disciplined support techs are more trustworthy and likely to prosper as IT professionals.
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Effective prioritizing is possible only when the support tech has detailed knowledge of every employee’s role in the organization and the nature of the business, including its priorities. Support techs must do everything they can to know the business and effectively prioritize their tasks and commitments.
Dedication to Problem Resolution
The tech should be dedicated to fixing the problem, which happens only when the user is happy about the results and the resolution conforms to company policy. He also has to be not only willing but capable of performing all the required steps, even in a critical situation, fixing loose ends when called for.
Good Communication Skills
In various organizations, the support tech is the one making direct daily contact with clients. The tech should therefore be a good listener and able to speak to users using a language they can comprehend.
Change is an innate characteristic of information technology, and those who would like to stay productive in the industry should actively pursue every opportunity to boost their knowledge, whether through formal training or by simply asking questions from their superiors or of co-workers.
Logical and Creative Thinking
Techs need to apply a consistent, logical technique when trying to resolving computer problems. Even when faced with a new scenario, the tech must be able to fix the issue, or at least isolate it. To support logical thinking, the tech has to be capable of creative reasoning leaps if he tries logic alone and it does not work.
A tech who is not technology-inclined and merely thinks of his job as routine, will be less likely to remain updated with the latest developments, or have sustained interest in the job. A tech who is excited about technology is specifically important in a rollout, in which need to learn a new product to continue doing their jobs. This is the kind of tech who can actually encourage and reassure users, paving the way for a more positive relationship between company and client.