Technical support professionals can generally work for computer manufacturers, IT companies, telecommunications companies, or external support services. They may also work for financial, health, public or private educational services.
The help desk supports professional phone calls or responds to emails sent by clients who have technical difficulties with computers or related devices, such as printers or routers. When helping a customer, the first step is to determine a person's computer problem. As part of the problem-solving process, technical support professionals often guide customers with technology issues through multiple steps to diagnose computer problems. This generally requires the ability to read and understand complex manuals and terminology, and therefore communicate information to customers using basic terminology.
Technical support professionals generally document every customer interaction, so other professionals will be ready if they face the case. Help desk professionals generally work in a tiered system where high-level support handles some cases, but can transmit advanced problems to high-level support or even supervisors. This may include secure management and storage of passwords and login information. They must also provide feedback to employers on ongoing customer difficulties and product issues.
Technical support professionals can also perform onsite diagnostics, install new software, and repair computer hardware. It may also be necessary to determine and order the correct hardware or software components to meet customer needs.
Career information
The United States Bureau of Labor Statistics (BLS) predicts that jobs for IT support specialists will grow 10% between 2018 and 2028, a faster than average growth rate. Advances in technology, creating the need for individuals and organizations to adopt and understand new technologies, will contribute to the demand for support specialists. As of May 2018, the median annual salary for IT support specialists was $ 50,980, according to BLS data.
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