Getting into IT: Support
This is the first follow up to this post Getting into IT..
You want to get into IT support because it is a great field with lots of career options and good pay?
Okay, I'll help you.
What does IT support do?
Mostly, reset passwords. (No I'm not being facetious!) We spend a lot of time resetting passwords, fixing weird problems with user accounts or user profiles. Adjusting permissions. Or just letting users know that they need to update to a newer version because they have hit a bug.
You will also need to be empathetic when they cry because they didn't have backups and lost their photos. (Been there, done that, but I had backups for most so I lost very little.)
You need to understand the basics of what a computer is how the different components connect and the differences between hardware, operating system, and software as you may be troubleshooting in all of these areas.
You also need to be willing and able to use google and bing all the time. We are investigators and we often need to make sure we understand the actual problem because a lot of people don't often understand what the real problem is, they just know that something isn't working.
Understand, that when you are support, you are ALWAYS getting calls when customers are UNHAPPY. You deal with them when they are under pressure, up against a deadline, or some other job inducing stress. The majority of interactions your customers will be annoyed or irritated or sometimes downright hostile. This is the nature of calls in technical support.
We are Break/Fix. Something is Broken, we help you fix it.
If this doesn't sound like something you can handle, I'll go into other areas of IT in future posts.
Thank you for Reading.
Please subscribe and share if you like the material.
You want to get into IT support because it is a great field with lots of career options and good pay?
Okay, I'll help you.
What does IT support do?
Mostly, reset passwords. (No I'm not being facetious!) We spend a lot of time resetting passwords, fixing weird problems with user accounts or user profiles. Adjusting permissions. Or just letting users know that they need to update to a newer version because they have hit a bug.
You will also need to be empathetic when they cry because they didn't have backups and lost their photos. (Been there, done that, but I had backups for most so I lost very little.)
You need to understand the basics of what a computer is how the different components connect and the differences between hardware, operating system, and software as you may be troubleshooting in all of these areas.
You also need to be willing and able to use google and bing all the time. We are investigators and we often need to make sure we understand the actual problem because a lot of people don't often understand what the real problem is, they just know that something isn't working.
Understand, that when you are support, you are ALWAYS getting calls when customers are UNHAPPY. You deal with them when they are under pressure, up against a deadline, or some other job inducing stress. The majority of interactions your customers will be annoyed or irritated or sometimes downright hostile. This is the nature of calls in technical support.
We are Break/Fix. Something is Broken, we help you fix it.
If this doesn't sound like something you can handle, I'll go into other areas of IT in future posts.
Thank you for Reading.
Please subscribe and share if you like the material.
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