IT Support refers to services which entities offer to end-users of computer software or hardware products. In simple terms, IT support provides assistance regarding particular technical issues with an electronic product or service, instead of offering training, modification or provision of the same product, or any other support services. Many companies and organizations choose to outsource IT support to third-party service providers who can offer qualified assistance in IT support. In turn, the organizations and individuals make use of these IT services to resolve issues.
IT support is divided into two segments: on-site and off-site IT support. On-site service providers work to solve issues with hardware installed in an organization’s main site premises, whereas off-site IT support works to resolve issues with software applications and hardware installed at the location of its user offices. These specialist IT services providers also deal with specific software applications. A typical service provider will offer both onsite and offsite IT support solutions.
The scope of IT support has become so extensive that many companies now rely upon the services of professional service providers to provide IT support. A typical IT support company provides such services as providing technical support, troubleshooting, consulting, and training. These are the key elements of IT support that make it stand out from normal customer support. As we would expect, the quality of IT support services provided by these service providers is often the best, hence organizations should be cautious while choosing these professionals for providing IT support.
A typical IT support service provider offers the following services:
- application support
- database support
- desktop management
- network support
- and server support.
IT support specialists are often technical professionals who have the knowledge of specific programs or operating systems. A wide range of computer programs are used these days and IT support specialists are skilled to resolve issues involving them. These professionals can fix a range of problems ranging from problems involving networking equipment to a particular operating system.
IT support specialists use different techniques while providing IT support. For troubleshooting purposes, they take apart the problem computer components and check their operation. They can reset a dead computer component or fix a software error. On the other hand, IT support specialists also use testing procedures to determine whether a software application is working or not. To add to this, some IT support specialists use monitoring devices that show the status of hardware components like motherboards, processors, hard disks, and optical drives. Some support specialists even manually test computer networking equipment like networks, cables, phone lines, and internet servers.
IT support specialists also provide customer support by conducting training sessions. A typical session usually begins with an in depth discussion about various computer network problems. Based on the discussion, various training sessions are conducted. Afterward, the trainees can ask questions and try to solve their problems. At the end of the training session, most IT support specialists provide detailed explanations to their customers, especially to those who are not knowledgeable about computer networks.
The IT support specialist’s main job is to troubleshoot a computer system and resolve hardware and software errors. But in order to provide outstanding customer service, he must know the basic operations of computer systems and the most common hardware and software errors. To this end, he should be able to explain to his customers how he troubleshoot computer systems. And to be able to do so, he must be able to carry out all necessary actions without seeking help from anyone.
In conclusion, the job description of an IT support specialist contains many details. All these points mentioned above must be understood by any candidate planning to apply for this position. A candidate who understands the job description of this position can be sure to obtain a position as one of the best IT support staffs in the industry. Furthermore, such a person can contribute to the success of any IT support firm.