Help Desk Operations -
Technical support
technicians require little formal training. Explore the options for graduation,
roles, and certification to see if this is the right career for you.To
be successful as a technical support technician, you must be familiar with
computer systems and have excellent customer service skills. This knowledge,
especially technological aspects, can be obtained through a diploma,
certificate, or study program at a technical school or university. Employment
growth is expected to be faster than average over the next decade, and
obtaining a higher degree in computer science can improve career prospects.
Basic Information
Technical
support technicians are trained to resolve IT problems through email and
telephone instructions to customers. They may have specialized training or have
an associate or bachelor's degree in a specialty related to IT. In addition to
a thorough understanding of computer systems, technical support technicians
must have satisfactory customer service skills.
Help Desk Technician Career
Options –
Outsourced Noc And Help Desk Services
Technical support technicians provide help with the technical problems
computer users encounter. Technicians are familiar with customer service
techniques and technical expertise and should be prepared to deal with a
variety of technical issues and customer complaints. Service technicians
generally work by phone or email to solve customer hardware and software
problems. They are trained to diagnose the technical issues and explain to
customers how to solve the problem. This process requires specialized
knowledge, problem-solving skills and patience to work with potentially
annoying or angry customers. Qualified support technicians can find jobs such
as:
- Call Center Representatives
- Personal assistance to the end-user.
- Hardware or software support technicians
- Application Specialists
Job Description –
The entire technical support team needs excellent problem
solving, communication and interpersonal skills, as well as patience, a
friendly attitude towards the client and the ability to work in a group.
Also, technicians must have a solid technical knowledge of
the technology, including the various hardware, software, and supported network
systems.
The employer's requirements depend on the level of the
technical support position.
Level 1, an entry-level position, generally requires less
than two years of professional experience and may require an associate's degree
or successful completion of courses at a technical school.
Level 2 work generally requires two to four years of work
experience and may require a bachelor's degree or two years and equivalent
additional work experience in a support service environment.
Level 3 positions typically require four or more years of
technical support experience, may require a bachelor's degree in computer
science or a related field, and professional certifications, such as the HDI
customer service representative or center analyst Support or designation
Microsoft Certified Systems Engineer (MCSE).
Training requirements
for technical support technicians
Noc Outsourcing
Technical support technician training is offered through programs in
technical schools, community colleges and universities. An application can be a
diploma, certificate or one-year professional credit for continuing education,
which can be obtained in six weeks or two semesters. Many educational programs
offer support placements that allow students to practice their new skills in a
work environment. Courses that prepare students to deal with the variety of
problems encountered in technical support can include:
- Software and hardware configuration
- Information system
- Installing updates
- Network fundamentals
- Troubleshooting and repair
- Customer service
- Communication
- spyware
- certification
Some technical schools and colleges design their study
programs to prepare students to pass the CompTIA A + computer troubleshooting
certification. CompTIA credentials meet industry standards and are required by
many companies, including Microsoft, Cisco, and Hewlett-Packard. Certification
is obtained after technicians have passed two exams and completed 500 hours of
technical experience in the field.
