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What Makes a Good Support Tech? Support techs are known to have a long list of responsibilities, such as installing and testing PC network software and hardware, as well as providing long-term maintenance. However, the qualities needed to excel in this job are way beyond the capacity to do certain tasks. The following are the requirements for being an 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. Disciplined support techs, needless to say, are more dependable and likely to prosper in the IT field.
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Effective Prioritizing Effective prioritizing is possible only when the support tech has detailed knowledge of every employee’s role in the organization and the nature of the business, including 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 should be dedicated to fixing the problem, which happens only when the user is happy about the results and the resolution conforms to company policy. He must also be willing as well as capable of following all the steps needed, even in a crisis situation, tightening loose ends when needed. Good Communication Skills In most cases, the support tech is the point of contact between a company and its clients. The tech should thus have superb listening skills and be able to talk to users in a language they can understand. 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 must apply a consistent, logical method in resolving computer issues. Even when faced with a new scenario, the tech must be able to fix the issue, or at least isolate it. Supporting logical thinking, the tech must also be capable of creative reasoning leaps if he fails with the use of logic alone. Technology Inclination A tech who is not technology-inclined and merely thinks of his job as routine, will be less likely to remain updated with the latest developments, or have sustained interest in the job. A tech who is excited about technology is specifically important in a rollout, in which need to learn a new product to continue doing their jobs. This is the kind of tech who can actually encourage and reassure users, paving the way for a more positive relationship between company and client.