Technical Support Job Description
The technical support team are responsible for monitoring and maintaining the computer systems and networks of an organization. They also install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person.
Depending on the size of the organization, a technical support officer’s role may cover one or more areas of expertise.
All organization relies increased on computer systems in all mode of their operations and decision-making processes. It’s therefore important to ensure the efficient running and maintenance of the IT systems.
A technical support engineer may also be known as a help desk operator, technician or maintenance engineer.
Their work ranges from software or equipment suppliers providing after-sales support or companies that specialize in providing IT maintenance and support. The technical support team, monitors and maintains the computer systems and networks within an organization in a technical support role. If there are any issues such as logging in problems, email password, virus amongst other things it is the job of the technical support to fix it.
The technical support job includes the installing and configuring of computer systems, examining and configuring hardware and software and solving technical problems. IT technical support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organization, but may include:
Participates in the development of client training programs by identifying clients difficulty, training the client on the use of the device and also, recommending the most efficient devices necessary for the client in their course of work.
Improves system performance of the organization by identifying technical problems and providing solutions. Providing the necessary training so to organizations and their employees so that they can fix problems themselves.
Working with clients and employees to identify computer problems and advising on the solution. Provide answers to clients by identifying problems, studying them and providing solutions.
Conducting test and fixing any faulty technical equipment within the organization and providing up to date technological services for the efficiency of the organization.
- Good analytical and problem-solving skills: The technical support personnel must be able to identify the technological needs of an organization and also provide solutions.
- Up-to-date technical knowledge: A technical support staff must be possessed deep knowledge on the latest technology in the market.
- An in-depth understanding of the software and equipment of the client. Tech support must have deep knowledge on the technology used by various firms in their operations. They must be able to provide services according to the mode of operation of different organizations.
- Good interpersonal and customer care skills: since Tech support as to do with analyzing the technical requirements of organizations and working with all the employees to provide the necessary support, it is necessary to have good interpersonal skills and also the ability to adequately listen to every client need.
- Good accurate records keeping: They must efficiently secure the database information of the organization.