IT Support? What Does Technical Support Do?
IT support Support or computer technical support is accountable for solving the technical problems of a company. They support customers through different channels and usually work at various levels. Let’s take a closer look at this job, its functions and the different levels of support.
What is IT support?
IT support is provided by computer technicians and the help desk. These proposals help and provision to clients in the IT industry. IT support joins to hardware or software problems and uses permit systems, online chat, or call centres.
An IT support technician can offer technical support to customers. They guide customers and teach them how to use or solve a computer problem.
They also help solve exact problems related to its IT products and services. These products may include computers, smartphones, software or various other technologies.
In addition, it is being able to diagnose and solve technical problems by phone, email or online support chat. An IT support technician must be prepared to receive customer complaints/queries.
To best help the customer, they must be knowledgeable and proficient with the products they provide technical support.
Computer support functions
IT support often helps customers with setup, maintenance, and troubleshooting. They can provide both in-person technical support and assist customers remotely. They usually do it by phone, chat or email.
Specific IT support technicians may offer exclusive support services for certain technology products. Such as software or hardware, or help users with generic IT problems.
Some frequent technical problems could be the entrance of a computer virus, data loss, defective software programs and hardware or Internet connection failures.
Functions of a computer technical support team
- Respond to customer supports inquiries
- Software management and supports tools
- Delegate queries to the appropriate support channel
- Diagnosing and troubleshooting customer systems and applications
- Repair system and equipment problems
- Check that all hardware and software are working properly
- Keep up to date with the company’s products and services
What levels of technical support are there?
IT support is usually made up of different levels. This helps companies provide better supports to their customers.
The most common is that three levels of IT supports work as a team to offer specialized solutions. However, the number of groups within technical supports depends on each company and its products or services.
We have covered each level in-depth in different individual articles. But in general, technical supports levels 1, 2 and 3 have the following characteristics:
1.Level Support (L1/T1)
Level 1 computer technicians are also called front-line supports, front-end supports, or help desk supports. It is the initial supports level when technical problems arise, and they are in charge of resolving basic customer incidents.
When they receive an actual incidence, the specialists of the first level of supports are in charge of gathering. All the information and determining the root of the technical problem.
Level one technicians are responsible for fixing 70% – 80% of problems. If not, the incidence is delegated to a higher level.
The knowledge that a first level supports technician needs is essential. They would include: formatting computers, installing software programs, resetting passwords, navigation assistance, etc.
They can usually provide an answer from a guide to frequently asked questions (FAQs).
Since the level of supports and knowledge is quite generic, it can be found in every industry and field and is not necessarily limited to IT.
2.Level Support (L2/T2)
The Level 2 or Supports Line 2 Help Desk Technician provides supports in specialized areas of IT. Typically, this level has at least one year of experience in level 1 and comprises specialists in software, communication networks, and databases.
They are responsible for tasks such as resolving and diagnosing more complex problems that could not be solved at level 1.
Likewise, they develop plans, and technical solutions for internal IT needs.
When they cannot solve the problems listed by level 1 supports, they will send a ticket to level 3 to help with what they have tried, and it has not solved the problem.
3.Level Support (L3/T3)
IT technician level 3 is also called back-end supports or high-level supports. It is the level in charge of solving problems that require a technical team’s detailed and specialized work. The tier includes vendors, hardware and software manufacturers, and outside professionals.
These specialists have functions similar to second-level technicians since they are also in charge of troubleshooting. Diagnosing problems, and providing supports to lower levels.
As well as the L2 supports, the third level supports also works actively to develop new and advanced IT solutions.
Introduction to the different levels of technical supports
Skills of an IT support technician
IT help desk technicians generally must possess excellent problem-solving and communication skills. A large part of the workday consists of dealing with IT problems and operations with less technologically savvy clients than they are.
Therefore, this is essential to have good communication skills. They must be able to explain complex technical issues in simple terms.
On the other hand, when providing telephone supports, they need to understand the incidence of computer problems to solve them correctly. They should also remain calm and patient when dealing with panicked or angry users. Therefore, it is essential to have good relational skills.