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Characteristics that Make a Good Tech Support 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. The qualities necessary to excel in this position, however, go way beyond the capability to perform specific tasks. Below are the requirements for being a highly effective support tech: Discipline
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Being disciplined affects various areas of the support tech’s job, like setting and following a schedule, meeting deadlines, providing timely solutions to users’ problems, and even staying calm when provoked by an irate client. Needless to say, disciplined support techs are more trustworthy and likely to prosper as IT professionals.
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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 has to be committed to resolving the problem, which is only possible when the user is contented with the results and the resolution adheres 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 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 an integral part of information technology, and for anyone who would like to remain productive in the field, it is important to pursue every chance to enhance their knowledge, whether through formal instruction or training, or just by asking questions from their coworkers or superiors. Logical and Creative Thinking Techs must apply a consistent, logical method in resolving computer issues. Even when confronted with a new situation, the tech should be able to fix the problem, or at least isolate the conflict. Supporting logical thinking, the tech must also be capable of creative reasoning leaps if he fails with the use of logic alone. Technology Inclination If the tech is not technology-inclined and just regards his job as routine, he will be less likely to stay up to date with the recent developments or have sustained enthusiasm for 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. These are the techs who can actually encourage as well as reassure users, thus improving relations between company and client.