In the modern workplace where every employee has a personal desktop or device to help them work, it is very common to encounter technical issues, even with a technology-literate employee. This is where technical support can help to alleviate some of the stress of having a technology problem that can’t be solved without outside help. An employee with IT issues would call or submit a request for help and a technical support technician will then be assigned to assist them with their problem.
Because of the constant customer interactions, a technical support technician would need to be friendly and have good interpersonal skills. They would have to be capable of explaining highly technical terms and processes to customers who may not understand what they are talking about.
A technical support technician must understand basic computer components, how each computer component interacts with another component and how a computer would react if there was a problem with a certain component. This knowledge helps the technician diagnose and repair the computer so that it is functional.
All devices use an operating system, while there are many different operating systems for different devices and different versions for each operating system, a technical support technician should have basic knowledge of how each operating system works and how to install software and applications on each operating system. A technical support technician will be providing support to various types of devices running different operating systems and should be familiar with the terminology and design of these operating systems.
Technical support technicians could also be tasked with diagnosing and analysing network connections. There are many problems that can cause a bad or invalid network connection, from faulty physical connections to invalid network settings. A technical support technician should be able to diagnose these issues with their knowledge of computer networks, networking concepts and networking technologies.
Troubleshooting skills are also one of the most important skills a technical support technician should have, since troubleshooting and resolving issues is their main objective. A technical support technician should be able to monitor systems, diagnose problems and conduct checks so that they are aware of what issues a system has had, is having and could have. Knowing this, the technician can then provide advice, create policies or take corrective action to ensure these issues do not occur.
There are many soft and hard skills a technical support technician should have or should improve on to excel at their role. From being able to communicate well and form meaningful relationships with customers to having the technical knowledge to systematically diagnose and repair problems for the customer.