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Characteristics that Make a Good Tech Support Support techs may have a lot of responsibilities, like installing, testing, and maintaining PC and network hardware and software systems. However, the qualities needed to excel in this position are way more than the ability to perform certain tasks. The following are the requirements for being an effective support tech: Discipline
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Discipline touches different areas of the support tech’s job, such as meeting deadlines, creating and adhering to a schedule, providing prompt solutions to users’ problems, and even resisting the urge to fight with an irate client. Needless to say, disciplined support techs are more trustworthy and likely to prosper as IT professionals.
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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 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. Not only must he be willing to follow all the required steps, but he must also be capable of it, even a crisis situation, tying loose ends where necessary. Good Communication Skills In various organizations, the support tech is the one making direct daily contact with 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 need to apply a consistent, logical technique when trying to resolving computer problems. 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. Having a tech who loves technology is particularly important during a rollout, where users must learn a new product in order to perform their job functions. Techs like this are able to encourage and reassure users, improving the quality of the relationship between company and client.