Technical support refers to specialized services that firms provide to end users of different technologies or related products. In simple terms, technical support simply offers assistance regarding particular technical issues with a particular product or service, and not providing a general service or training on the same. For instance, when a customer calls up the company to troubleshoot a hardware issue, the first thing that the representative on the phone will do is to check out whether the hardware is covered under the warranty scheme. If it is, then the representative will suggest remedial measures to overcome the problem. However, if the same issue occurs with a software product, then the representatives will suggest ways to resolve the same. It may sound like an over simplified view of things, but it is an accurate representation of how modern IT support services operate.
On tier IT support services, the first level involves contacting the customer
and seeking his opinion as to the cause of the problem. If the customer approves of the proposed solution, then the support team will execute it. In case of disapproval or dissatisfaction, the team has no option but to withdraw from the project. On tier 2 services, where the same support process takes place, only experts with at least 2 years of experience in IT are allowed to work on the projects.
On tier managed services provider the responsibility of handling customer queries lies with the third party organizations or suppliers. This is often found in small information technology firms, where only a handful of specialists are hired to handle a single customer inquiry. Usually, the questionnaires that customers fill in for enquiry purposes comprise of basic details about their usage of computers, operating systems and so forth. These details are sent to the managed services provider, who in turn provides technical solutions to those questions. Hence, specialists hired for these purposes have adequate knowledge about the products and operating systems that the computer system supports.
As in the case of information technology support services, where the hardware is bought by the organization itself, the IT support companies also buy the necessary components for their programs. They procure the hardware based on the requirements of the programs that they service. In other words, a quotation needed for tech support services is an estimate of how much the organization needs to spend on buying the necessary hardware components for implementing the suggested solution. A variety of software is also needed for implementing a particular solution. The software used by the specialists employed for these purposes can be bought by them from the vendor or they can develop their own.
The role of a technical specialist involves handling the hardware
, installing it and then testing it if it functions properly. Installation and troubleshooting procedures are usually handed over to the support staff of an IT company. Those involved in it-related activities should be aware of the types of hardware that are meant for their use. Technical difficulties can easily occur if improper equipment is used for carrying out a specific function.
An important facet of IT support is user support. User issues like software installation, antivirus and malware removal, network setup, email server set up, and Internet Explorer setup, are some of the typical issues that arise during the course of using any specific piece of equipment. The user support specialists should have the technical knowledge required to handle various problems arising out of these processes. Without this, it will be very difficult for users to get their issues resolved.
- IT support specialists who are called in for help desk support mostly deal with problems concerning hardware fentons.
- These are special computer hardware devices manufactured by some manufacturers such as Dell, Toshiba, HP, and others.
- A laptop is considered to be a fenton if it is manufactured by a major computer brand.
Some of these mentors malfunction frequently because of user error. To avoid such problems from happening to customers, the support staff of the IT company must ensure that proper technical documentation is provided to the customer when he approaches them for advice on laptop technical issues. The technicians often provide the technical support by explaining the hardware specifications of the laptop and help the customer to check whether these specifications are met by the laptop he is using.
Technical support by phone is another service provided by IT support firms. This kind of support is usually offered to customers who need help on a daily basis. The customers can call in to speak to one of the on-call technical support professionals on a particular date and time. They can discuss on-demand troubleshooting and on-demand maintenance services concerning hardware problems of any type.