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What Makes a Good Support Tech? Support techs may have several responsibilities, such as the installation, testing and maintenance of PC and network hardware and software. However, the qualities needed to excel in this position are way more than the ability to perform certain tasks. Here are the requirements for being a truly effective support tech: Discipline
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Discipline affects many areas of the support tech’s responsibilities, like solving users’ problems in a timely manner, creating and following a schedule, and even remaining patient when dealing with an irate client. Needless to say, disciplined support techs are more reliable and likely to succeed in their profession.
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Effective Prioritizing Effective prioritizing can only happen when the support tech has adequate detailed knowledge of all employees’ roles in the organization, as we as of the nature of the business and its priorities. Support techs have to do everything they can to learn about the organization and prioritize their commitments and tasks accordingly. Dedication to Problem Resolution The tech must be dedicating to solving the problem, which occurs only when the client is satisfied with the results and the resolution is in accordance with company policy. Not only must he be willing to follow all the required steps, but he must also be capable of it, even a crisis situation, tying loose ends where necessary. Good Communication Skills Usually, the support tech is the one who makes daily and direct contact with end users. The tech should therefore be a good listener and able to speak to users using a language they can comprehend. Flexibility Change is part of this whole world called information technology, and those who want to continue being productive must pursue all available opportunities to grow their knowledge, whether through formal schooling or simply by asking questions from their bosses or colleagues. Logical and Creative Thinking Techs need to apply a consistent, logical technique when trying to resolving computer problems. Even when faced with a new scenario, the tech must be able to fix the issue, or at least isolate it. To support logical thinking, the tech has to be capable of creative reasoning leaps if he tries logic alone and it does not work. Technology Inclination If a tech is not genuinely interested in technology and merely regards his work as routine, it is unlikely he will stay up to date with the current developments or have passion for the job. Having a tech who loves technology is particularly important during a rollout, where users must learn a new product in order to perform their job functions. Techs like this are able to encourage and reassure users, improving the quality of the relationship between company and client.