Technical support specialists usually answer questions from computer users. They can run diagnostic programs to determine causes and help solve problems. Additional work responsibilities may include writing training manuals, training users, and monitoring computer systems. Troubleshooting local area networks (LANs), wide area networks (WANs), and other systems is a recurring task that specializes in technical support.
Help desk technicians answer questions by phone, email, live
chat, or other format. Typically, they are required to listen to the client's
problem, identify the type of problem, and guide the caller in the steps needed
to resolve it. They can help you install software, repair computer systems, and
repair hardware.
Customer support experts are routinely called upon to
provide feedback on computer hardware and software, improve guidance for future
updates, and advise on the development of new software.
While flexible hours are popular with IT support experts,
most take 40 hours a week. They can work on the client site, so you may need to
travel. Weekly and evening hours may also be required. Some IT support experts
work from home.
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