Overall employment of technical support specialists is projected to grow 9 percent from 2020 to 2030, about as fast as the average for all occupations.
A Technical support specialist has the main responsibility of helping customers with any technical problems or if they have any questions regarding their device’s hardware or software. To be a Technical support career you will need to have your Bachelors’s degree in IT or a related field, however official certifications will get you highly regarded. In some positions, you may also need relevant experience in a customer-focused workplace. The main skills needed include communication and writing, time-management, knowledge of remote desktop software, learning how to take feedback appropriately (even if it’s negative or constructive!), and knowledge of different operating systems.
Moving on, Let’s put ourselves in a Level 1 Technical support specialist’s boots for a day, and see some of the basic issues we bump into.
After a telephone call from a customer, we find out the customer cannot open their Skype application. They have been clicking it multiple times and even restarted their device, however it won’t open at all. This is where we step in with some basic troubleshooting steps. In this situation, there could be an issue with the mouse, there could be an update issue, a file association issue, the list goes on! If the customer isn’t tech-savvy and unable to follow the steps through the phone, we may have to remotely connect to the customer’s device or even physically attend where the device is located to fix the issue.
An employee comes into your office to inform you they cannot log in to their Outlook email, although they are positive they are using the right password. In this situation, we would have to check the error message that pops up when the employee tries to log in. It may not even be an ‘incorrect password’ error, it could be related to their account being locked for a specific reason or even Outlook asking for multi-factor authentication and the employee not being aware. If it is a password issue, in some cases you may have access to the employee’s password which would make like easier, if not you may have to reset the password. The worst-case scenario is an old phone number or the wrong alternative email used, making it hard to reset the password. This means we will most likely have to contact Microsoft to fix the issue.
Our office has been listed as a tier 1 exposure site meaning we have to close our offices for a week. The plan is to work from home by connecting 8 employees to their computers located in the office remotely. It is our responsibility to download a secure Remote Desktop Software. After some consideration, we decide to use Teamviewer. After downloading TeamViewer on the office computers, it’s time to call the employees either in a group call or individually and teach them how to download and use TeamViewer. After the employees successfully download TeamViewer on their devices at home, provide them with the ID and Password of the TeamViewer on their office computer and ensure they all get connected.
To conclude, there are a variety of different issues a customer or employee could bump into, on different operating systems. Each issue also having a different level of severity, whether it being – low, minor, significant, or critical. Some issues could be solved in two minutes, some in an hour, some longer, some not at all. In some cases, we may even have to pass the issue onto the Level 2 support specialists. These support specialists have some extensive experience in troubleshooting compared to Level 1.
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