Industry Professional's Guide to Technical Support

Becoming a Technical Support Professional

Customer Service vs. Technical Support

Why do companies use technical support?

• Troubleshooting technical issues
• Setting up accounts
• Repairing and replacing
• Assisting with network security
• Training on hardware and software
• Logging and tracking
• Fostering positive relationships

Who uses technical support?

Why is technical support important?

• Companies provide solutions to customers
• Positive experiences = increase in business
• More trustworthy
• Customer retention
• Troubleshooting help
• Product improvement
• More desirable products

Why choose technical support?

Why should you pick technical support?

• Learn more about technology
• Learn techniques for solving
• Develop your professional skills
• Build transferrable skills
• Learn how to network to seek out
• Open the door to many more careers

Career Opportunities in Technical Support

Technical support work environment

• On-site at offices or call centers
• Business offices and professional spaces
• Remote working
• Supporting clients and customers
• Answering questions
• Resolving technical issues

Technical support paths

• Entry-level jobs
• On-the-job training
• Experience
• Tiered approaches
  • Lower-tier
  • Mid-tier
  • Upper-tier

Current jobs in technical support

Technical support career advantages:

Technical Support Roles and Responsibilities

Many names of technical support

• Technical Support Representative
• Computer Support Representative
• Technical/IT Support Technician
• Desktop Support Technician
• IT Help Desk Support Specialist
• Desktop/IT Support Analyst

Roles of technical support

Help Desk & Support Technicians

Technical Support Specialists & Engineers

IT Support Analysts & Specialists

Service Desk Technicians & Analysts

A day of Technical Support

Introduction to IT Infrastructure

• Hardware
  • PCs
  • Mobile devices
  • Servers
  • Data centers
  • Hubs
  • Routers
  • Switches
• Software
  • CMS
  • CRM
  • ERP
  • Collaboration, productivity, and business-specific apps
  • Web servers
  • Operating systems
• Network
  • Routers
  • Data centers
  • Hubs
  • Switches
  • Security Software

Types of IT infrastructure

• Traditional IT infrastructure
• Cloud IT infrastructure

Troubleshooting IT Infrastructure

• Troubleshooting within the IT infrastructure
• A customer’s computer isn’t working
• The client needs password reset
• Customers are unable to access
• A cyber threat is identified and neutralized
• Communication allows working quickly to identify issues and implement solutions

Technical Support Skills and Opportunities

Technical Support Soft Skills

What are soft skills?

• Positive behaviors and attitudes
• Effectively communicate, collaborate, and manage
• Actively listen to clients
• Work with others to resolve problems
• Diffuse stressful situations

Soft skills

• Customer service mindset
• Communication
• Organization
• Leadership
• Problem-solving
• Flexible and adaptable

Positive behaviors and attitudes

• Knowledge of technology is one part
• Work with others and manage social situations
• Positive behaviors and attitudes
• Effectively communicate, collaborate, and manage conflict

Set yourself up for success

• Use your soft skills
• Ask questions
• Take good notes
• Stay organized
• Say “I don’t know” and “I’ll find out”

Customer Support mindset

• Empathetic
• Customer-centered
• Patient

Learn to improve

• Document your notes as you work
• Read suggestions and notes from supervisors
• Learn techniques to help you withstand pressure and reduce stress

Experienced background

• Lack of work experience does not mean that you lack interest in technology
• Use your passion for technology to boost your self-confidence
• Positive behaviors and attitudes
• Be willing to level-up your soft skills

Soft-skills tune-up

• Additional online courses
• Podcasts, audiobooks
• Peers and social groups

Basics of Technical Skills

The job interview

Basic programming and coding

• Machine code and source code
• Compiled programming and interpreted programming languages
• Programming languages like C, Java, HTML, Python, and JavaScript
• Basic-level coding

Computers and operating systems

• Basic knowledge of android, iOS, Windows, Linux, macOS is necessary.

SQL and NoSQL basics

• Basic knowledge of both
• Differences of SQL and NoSQL
• SQL queries retrieve information
• NoSQL databases are nonrelational databases with unstructured data
• Technical support services for databases
• Database application services, management, security, backups, updates, and optimization

Analyze application logs

• View information about events that have occurred in an application
• Read and analyze application logs
• Track information about the application
• Includes timestamps for tracking issues
• Logs levels of issues with labels

Server knowledge

• Understand servers
• Settings up and configuring servers
• Updating server software
• Monitoring and maintaining servers
• Maximizing uptime
• Managing virtual servers

Support ticket workflow

• Track and manage client questions and issues
• Zendesk, Jira, and LiveAgent
• Similar workflow for most ticketing systems

Using knowledge base

• Knowledge base skills
• A collection of a group’s knowledge
  • Search
  • Read
  • Understand

New hardware and applications

• Trying new hardware and applications
• Interest in emerging technology

Additional technical tools

• VMs
• VPNs
• Network security
• IT infrastructure monitoring software
• Enterprise hardware

Performance Evaluation of Technical Support Professionals

Performance evaluations

What is the purpose of a performance evaluation?

What you should expect?

• Accomplishing responsibilities
  • Possess technical knowledge and skills necessary to perform your job
  • Understand company policies and procedures
  • Complete required records, documents, and tickets
• Decision-making
  • Evaluate issues
  • Work on your own
  • Recognize problems
  • Make decisions
• Productivity
  • Complete tasks in a timely and efficient manner
  • Work according to instructions
  • Ask for help, when needed
• Customer service
  • Strong commitment to customers
  • Work towards a solution
  • Call recordings
  • Customer ratings
  • Time-to-resolve measurements
  • First-contact resolution and contacts per customer
  • Average number of tickets handled
• Work attitude
  • Positive attitude for work and responsibilities
  • Effective working relationships with others
  • Positive attitude toward suggestions
• Communication skills
  • You write clearly, and effectively
  • You understand written and spoken communication
• Goal achievements
  • Your new certifications and skills
  • Achievement of professional goals
  • How you have improved

Benefits to performance evaluations

• Your role performance
• Recognition for your accomplishments
• Share your “good job” moments
• Discuss goals and ways to meet goals
• Provide opportunities for advancement

Career Paths and Progression in Technical Support

Technical Support entry-level roles

• IT support specialist
• IT technician
• Help Desk technician
• Desktop Support Specialist
• Field Service Technician

Skills for entry-level roles

• Access data and share with those who need it
• Actively listen to clients and their description of computer-related issues
• Ask questions to determine the problem
• Guide customers through steps to resolve problems
• Train users on new computers and software
• Note changes, updates, and issues
• Share information with other team members and managers

Experience for entry-level roles

• IT experience or a degree not required
• Customer service experience is beneficial
• Knowledge of technology is a plus
• Increase your chances of getting a better job
• Professional certificates
• A computer science or related degree

Technical support mid-level roles

• Help desk analyst
• Technical support specialist
• Tier II Support

Skills for mid-level roles

• Test and maintain equipment and software
• Try out new systems and programs
• Communicate with clients about technology use
• Train users on how to use new hardware and applications
• Communicate on proper use of technology
• Train new technical support team

Experience for mid-level roles

• Technical support specialist level 2
• 1 to 3 years of experience
• With on-the-job training
• Certifications, Cisco, Microsoft, and CompTIA, like A+, Network+, Security+
• Technical support specialist level 3
  • 3 to 5 years of experience
  • Advanced on-the-job training
  • Certifications similar to level 2

Technical support upper-level roles

• Technical support lead or manager
• IT support team lead
• Field engineer supervisor

Skills for upper-level roles

• Manage systems and capabilities
• Research and explore new systems, software, and processes
• Train users on standard usage practices for hardware and software
• Manage ongoing issues in projects
• Communicate changes in policies to organization management
• Manage and train teams

Experience for upper-level roles

• On-the-job training in leadership
• 5 or more years of experience
• ITIL, SixSigma, and relevant certifications

Technical Support Paths

• Use technical support experience to switch to other IT roles
• Develop cross-skills you can apply to other roles
• Consider tasks and responsibilities you enjoy
• Interview for roles that want to know more about

Cross-skills and up-skill paths

• Use cross-skills you learn on the job to move to better roles
• Level-up skills to promote to more roles

Cross-skill and up-skill roles

• Network Administrator
• Network Security Analyst
• Database Administrator
• Cloud Developer
• QA Engineer
• Software Developer

Industry Certifications for Technical Support

What are industry certifications?

• Certify skills meet industry standards
• Confirm understanding of strategies and concepts
• Validate knowledge about information technology (IT)
• Certify that starting skill requirements are met
• Show specialization in the field

Certifications

• Certifications for starting a career in technical support
  • CompTIA, Microsoft, Apple, ITIL Foundation, and Cisco

CompTIA IT Fundamentals (ITF+)

• For starting in IT
• Demonstrates basic IT knowledge and skills

CompTIA A+ for progressing in technical support

Demonstrates mastery of:

• Hardware
• Software troubleshooting
• Networking
• Operating systems
• Device and network troubleshooting
• Security for devices and networks
• Mobile devices Virtualization and Cloud computing
• Operational procedures

CompTIA Network+

• Networking path
• Demonstrating skills for troubleshooting, configuring, and managing networks

Microsoft 365 Certified: Fundamentals

• Microsoft role-based and specialty-based certifications

Apple Certified Support Professional (ACSP)

• For technical support for Mac users
• macOS, troubleshooting, and support

ITIL Foundation certifications

• Start at support center courses
• Develop skills in supporting customers, IT role functions, and troubleshooting methods

Cisco Certified Network Associate (CCNA)

• Demonstrate knowledge of networking
• Highlights skills in administering network maintenance, creating secure network access, and improving network connectivity
• Certification are not required
• Begin by studying for certifications
• Some employers offer assistance
• Ask about certification opportunities

Support Tools, Support Tiers, and Service-Level Agreements

Overview of Support Channels

• Self-support channels
  • Self-help
  • Wikis
  • FAQs
  • Knowledge base
  • Documentation
  • Discussion Forums
• Email support
  • Asynchronous support
  • Not a real-time exchange
• Social media support
  • Asynchronous support
• Phone support
  • Synchronous support
  • Urgent issues
  • Sensitive information
  • Real-time support
• Live-chat support
• Video chat support
  • Virtual hands on support
• Remote support
  • Host device to customer device
• In-person support
  • Hands-on troubleshooting
  • Preventive maintenance services
  • Hardware support

Ticketing systems

• Create ticket
• Document, track, and manage customer issues to resolution
• Convert emails to tickets
• Log phone sessions
• Users submit tickets

Remote Support Tools

Two types of remote support

• Attended
  • Customer is at a device
  • Immediate resolution
  • Hands-on support
  • Faster resolution times
  • Customer satisfaction
• Unattended
  • Maintenance of groups of users and servers
  • Doesn’t require permission from users to access their computers
  • Users don’t need to be at their computers
  • Installing updates
  • Managing the IT infrastructure
  • Troubleshooting issues on many devices

Tools

• ConnecWise
• TeamViewer
• Dameware
• BeyondTrust
• ZoHo Assist
• Windows Remote Assistance

Common Features

• Remote control and screen sharing
• File sharing
• Secure devices
• Transfer support sessions
• Multiple monitors

Future of Technical Support Tools (Emerging Trends)

• Virtual agent and chatbots
• Training and education in IT
• Pre-installed support
  • ML/AI embedded solutions
• Proactive technical support
• Cloud-connected support
• Video chats
• Technical support i virtual spaces
• All-in-one support platforms

Levels of Technical Support

Need for tiered support

• Route technical support issues
• Handle a large volume of issues
• Increase customer satisfaction
• Improve technical support

Levels of technical support

Technical support skills required

Service-Level Agreements (SLAs)

SLAs in technical support

• Legal agreements

  Ensure:

• Quality

• Timeliness

• Availability

• Expectations

SLA contracts

• Support available
• Free or paid version
• Accepted contract

SLA details

• Agreement summary
• Goals of business and users
• Consequences of violations
• Points of contact

Types of SLAs:

• Customer-based
• Service-based
• Multiple

SLA priority levels

Response SLAs vs Resolution SLAs

SLA management

• Track
• Monitor
• Prioritize
• Automate
• Report

The Escalation Matrix

Escalation management

• Builds trust and support
• Improves business
• Improves communication
• Boosts satisfaction

Escalation Process

• Escalation paths
  1. Functional
  2. Hierarchical
  3. Automatic

1) Functional escalation

2) Hierarchical escalation

3) Automatic escalation

Escalation matrix

Handoffs in technical support

• Help to resolve an issue
• Encourage information sharing
• Prevent incomplete documentation
• Lead to faster resolution

Ticketing Systems

What are ticketing systems?

• A support ticket records the interaction between a customer and a service representative
• Documents issues and their progress/resolution
• Ticket also called Issue, Case, Incident, etc.
• Support tickets are managed by a ticketing system
• These systems may also be called:
  • Helpdesk software
  • Customer support software
  • Ticketing software/app
  • Case Management System or Customer Care Management System

What is a ticketing system?

• Software used to systematically document, track, manage, and resolve customer issues.
• Creation of tickets
• Central data hub

What a ticketing system provides

• Automation
• Collaboration
• Integration
• Channels
• Reporting

Lifecycle of a ticket

• Create a ticket
• Assign and Start ticket issue
• Resolve issue
• Close ticket

Features and Benefits of Ticketing Systems

Common features

• Omnichannel support
  • Email
  • Social media
  • Live chat
  • Phone
• Ticket routing
• Ticket categorization and tagging
  • Categorization
  • Tagging
  • Routing
  • Ticket status
• Tracking and measurement
  • Tracking
  • Analytics
• Knowledge base management
• Automation
  • Helps get to the right person at the right time
  • Automation:
    • Assigning tickets
    • Sending responses
    • Escalate issues
    • Pulling customer data
  • Reduce time spent on repetitive tasks
  • Help make agents more engaged and productive

Popular Ticketing Systems

What to look for

• Agent productivity
• Customer interactions
• Metrics
• Continuous improvement
• Collaboration

Types of ticketing systems

• Cloud based
• Self hosted
• Open source
• Enterprise

Cloud based systems

Benefits

• Easier to set up and maintain
• Scalable
• Availability

Concerns

• Vendor must resolve issues
• Internet connection always required
• Limited customization

Self-hosted systems

Benefits

• Complete control of data and security
• More customizable

Concerns

• Initial investment
• Server maintenance
• Updates and fixes
• Backups

Open-source systems

Benefits

• Free or mostly free
• Highly customizable
• Developer community

Concerns

• Knowledgeable developers
• Long installation timeline
• In house updating and maintenance

Enterprise systems

Benefits

• Asset management and reporting
• Support 24 hours a day
• Highly customizable

Concerns

• Expensive
• Higher level of training

Popular ticketing systems

• Zendesk
• Jira Service Desk
• Freshdesk
• LiveAgent
• ServiceNow

Common features

• Omnichannel support
• Automation
• Collaboration
• Knowledge Base
• Subscription Based
• Free trials

Zendesk

• Cloud based
• Pre-built Integrations
• Collaboration
• Knowledge base
• Live chat/chatbots
• Macros
• Expensive

Jira Service Desk

• Cloud or self-hosted
• Built on Jira
• Expandable
• External knowledge base
• Limited chat
• Automation

Freshdesk

• Cloud based
• Custom ticket views
• AI powered chatbots
• Freshworks academy
• Moderate pricing

LiveAgent

• Cloud based
• Emphasized live chat
• Advanced integration
• Chat widget
• Unlimited email addresses
• Moderate pricing

ServiceNow

• Cloud based
• ITSM Approach
• Repeatable workflow
• Advanced integration
• Integrated mobile
• Request quote

Troubleshooting

CompTIA troubleshooting model steps

1. Identify the problem

• Gather information
• Question users
• Identify symptoms
• Determine if anything has changed
• Duplicate the problem
• Approach multiple problems individually

1. Research the knowledge base/Internet

• Knowledge base
• Internet

1. Establish a theory of probable cause

• Question the obvious (Is the printer turned on?)
• Consider more than one approach

1. Test the theory to determine the cause

• Are you successful?
• More research and testing may be required

1. Establish a plan of action

• Some fixes may require reboots or downtime
• May require downloading software or patches
• Test in staging environment if available
• Back up data
• May require approval

1. Implement the solution or escalate

• Run scripts
• Update systems or software
• Update configuration files
• Change firewall settings

1. Verify full system functionality and implement preventive measures

• Ask users to test functionality
• Consider other servers or devices

1. Document findings/lessons, actions, and outcomes

• Full document your research, theories, changes, and updates
• Add information to knowledge base
• Useful if unintended consequences appear

Tech Support Methodologies and Frameworks

What is ITSM?

• IT Service Management

• Processes, activities, technologies, and people

• Strategy for IT services

  

Implementing ITSM

• Predefined frameworks
• Guides with formalized structure
• Standards, processes, and best practices

Popular ITSM frameworks have these features:

• Strategy
• Design
• Management
• Operation
• Improvement

ITSM Frameworks

• ITIL
• COBIT
• Lean IT
  • MOF
  • ISO/IEC 20000

ITIL

• Information technology infrastructure library
• Standardized set of detailed practices and processes
  • Service strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

COBIT and Lean IT frameworks

COBIT

• For governance and management of IT
• Uses processes contained in ITIL

Lean IT

• Framework for applying lean principles to the delivery of IT services
• Designed to cut out waste that doesn’t add value

MOF and ISO/IEC 20000 frameworks

Microsoft Operations Framework

• Guidance for IT lifecycle
  • Plan phase
  • Deliver phase
  • Operate phase
  • Manage phase

ISO/IEC 20000

• International standard for ITSM
• Guidelines to establish, implement, operate and maintain

ITSM metrics

• Customer Satisfaction (CSAT) scores
• First-contact resolution
• First-level resolution
• Cost per ticket
• Mean time to resolution

Benefits of ITSM processes

• Consistency
• Efficiency
• Management
• Risk and downtime
• Operational costs
• Standardization and accountability
• Higher quality of service
• Improved customer satisfaction
• More agility

ITSM frameworks and technical support

• People are part of ITSM
• Processes based on service
• Standards for managing IT services
• IT solutions and knowledge
• Technical support feedback

Effective Documentation and Communication

Communicating in technical support

• Interest in technology
• Ability to write clearly
• Skills to Communicate

Effective communication

• Informative communication
• Clear explanations
• Faster resolutions

Notes and communication

• Notes
• Word processing
• Spreadsheets

Keep your audience in mind while taking notes or writing documentation and technical abilities and knowledge.

Order of steps

• List what you have tried
• State them chronologically
• State them from most to least important
• Use a clear order

Analysis of the problem

• State what is or is not the problem
• Show how you have worked through the problem
• Include what led to the issue
• Describe what worked in the past but did not this time

Communication tools

• Keep it simple
• Ask clear questions
• Model others

Cheat sheet for Logging a Ticket

• You noted the customer’s name and contact information.
• You included the ticket or issue number and the date the ticket was created.
• You documented the complete details of the problem or issue.
• You noted the priority and urgency of the customer and the issue.
• You logged the issue category, the department, and agent the issue is assigned to.
• You included closing notes.