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