IT Support Basics
IT support refers to services which organizations offer to end users of computer network or information technology products. In simple terms, IT support provides technical assistance regarding certain problems with a computer service or product, and not providing direct training, provision, or modification of the computer service or product, or any other support services as well. There are many aspects of IT support which a company providing IT support should consider. This includes issues like hardware and software problems, upgrades or repairs, security, configuration, and server management. The different types of IT support services are Computer and IT infrastructure support, Computer network support, Enterprise Resource Planning (ERP) support, Distributed Management Information Services (DMIS), Software as a Service (SaaS) support, and Virtualization. The computer support IT service is one of the more specialized forms of IT support, as it provides assistance in managing servers and VDI’s.
Computer support specialists work with computer systems such as desktops, laptops, workstations, and other peripherals. They can fix hardware issues, or provide preventive maintenance services, like optimizing disk drives, registry entries, or removing unused components. They can provide troubleshooting procedures for common software applications, and can assist in software upgrading and distribution. Many computer support specialists also specialize in managing networks, including intrusion detection, IDM, and WAN setup.
Computer support specialists can also provide computer software support. This helps the customer service professional in troubleshooting issues associated with computer software. It includes repairing and replacing damaged software, re-installation of software, upgrading and troubleshooting any associated hardware devices. Computer support specialists are required to have a solid foundation in information technology, along with excellent verbal and written communications skills. Some of these IT support specialists are also required to have additional certifications in network security, including firewalls, anti-virus, and firewall support.
Ferdinando says that IT support technicians are very important to both large and small companies. “IT support technicians can help increase productivity by resolving issues between different departments, and resolving problems on site. Large businesses can achieve increased sales levels as well as improved customer service because IT support technicians help in reducing cost associated with information technology.”
IT support technicians need to be trained to deal with new technologies as they are introduced. “A training program that focuses on new technologies must be provided to all support personnel,” says Ferdinando. ” technicians and support personnel should also be familiar with the latest server operating systems, as well as the latest hardware upgrades, to help in troubleshooting problems that may arise from installing new systems or adding new hardware. Training programs should include security measures, which is especially important for larger organizations, and training should be provided for supervisors, as well as for IT support personnel who will be handling customers’ computers.” IT support personnel may also need training to handle various situations that may occur on their work computers, such as a power outage.
IT technical support personnel can specialize in one or more tiers of responsibilities. IT technical consultants can be found in a number of places, such as in larger firms, smaller companies, and in the data center. Many technicians start out as tier 1 support technicians, working directly with an individual company on specific IT issues. Other IT technical support personnel can pursue a career as tier 2 support technicians, working for a larger firm or as a part of a team of technicians and support personnel that works for a larger company as a tier 2 team. In the United States, there are currently not enough workers to fill all the positions of tier one and two IT technicians, so IT support professionals will likely see a lot of training and no work experience until they become licensed by the IT licensing board.
IT technical support may also be required to perform troubleshooting tasks. This may include repairing computer systems that have been infected by viruses or worms or analyzing hardware for problems. The technicians that do this work are called troubleshooters. They are often the first people to discover and report problems with specific components of a computer system. They may also receive training in how to locate, evaluate, and repair hardware.
IT support personnel may also perform other duties, such as training or troubleshooting new software or hardware programs. There are many support jobs that involve helping to maintain networks and to troubleshoot business networks after they have been established. These IT technical technicians may work as network maintenance technicians, which is slightly different than their tier 1 and tier 2 support counterparts. Network maintenance technicians typically install new software in networks and repair old software or hardware systems that have problems. Network support technicians may also work as consultants for a particular company, acting as a consultant to help them troubleshoot their network needs.