IT support refers to a number of services which entities offer to end users of various technology products or solutions. In simple terms, IT support simply provides assistance to users regarding particular technical issues with a particular product or service, instead of offering customized support, provisioning or customization of that product, or any other support services offered. These may involve product repair, configuration management, software licensing, security updates, and maintenance, etc. In most instances, IT support is typically provided by computer hardware and software vendors or by independent third-party specialists who offer such services for a fee.
There are several IT support tiers which exist.
The first of which is the basic level support. This level provides assistance on setup, configuration, and installation of computers and programs. It also involves troubleshooting technical problems such as connection or hardware break down, software installation problems and so on. Basic technical support tiers generally do not include Customer Service Representatives (CSRs) or any of the specialized support tiers such as incident response teams, support engineering teams, support operations teams, etc.
Another type of IT support job description is “intermediate support”. This is provided by computer systems manufacturers or providers who specialize in providing support for computer systems, operating systems, networking equipment, and peripherals, database servers, Internet service providers (ISP’s), telephone equipment and devices, printers, fax machines, software applications and other computer related equipment. They also train their clients on how to handle computer-related problems themselves. This support job description also includes computer software developers and system integrators who develop or maintain computer software and operate support tools for end-users.
One of the most important aspects of a typical IT support job description is knowledge base. This refers to a collection of knowledge resources that a support team provides to customers in order to solve their computer problems. Knowledge base usually include diagnostic and statistical utilities, troubleshooting guides, tutorials, manuals, online help services, reference guides, etc. IT support experts are required to have very good knowledge in these areas. They must be able to provide solutions to all kinds of technical problems associated with computer systems, including business, personal, and academic applications.
IT support companies also provide software and hardware updates, security upgrades, installation and recovery, updates and installation of new hardware, and software upgrades. In some cases, they are also required to conduct training classes for end-users or trainers, and create training manuals for specific courses. Some support companies also provide consulting services for businesses and corporations. These include planning and designing of specific information technology systems for organizations, developing a business strategy, implementation of systems, training and educating staff, and so on. Information technology support companies also provide backup services and security.
Information technology support specialists have various job descriptions
according to the nature of their work. A network support specialist, for example, should be knowledgeable about various types of technologies that are used to connect computer systems and should be skilled at analyzing such networks and determining the necessary repairs and upgrades. Diagnostic support specialists, on the other hand, are required to perform diagnosis tests on networks and to do backup procedures. Security professionals are required to implement security solutions and to train employees on how to use them for preventing and detecting computer system attacks.
- The IT support level can further be divided into two categories based on the number of tiers that need to be supported.
- There are tiers one and two. Tiers one consists of only a few individuals who are responsible for basic computer systems.
- While tier two has several individuals who are highly specialized and are responsible for managing entire networks.
Basic tier one support level covers basic computer repair and maintenance, while advanced tier two professionals handle more complex issues like system diagnostics and application deployment.
IT support jobs are quite demanding because of the nature of the job description. Support level specialists are expected to be skilled and knowledgeable in providing assistance to end users who have difficulties with their computers and systems. They are also expected to be skilled in configuring computer hardware and software and in providing detailed information about hardware and software components. The IT support job description requires a lot of hard work, patience, attention to detail and good communication skills. IT support duties require professionals to be on their toes, making sure that everything is configured and running properly at all times.