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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. The qualities necessary to excel in this position, however, go way beyond the capability to perform specific tasks. Here are the requirements for being a truly effective support tech: Discipline
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Being disciplined affects various areas of the support tech’s job, like setting and following a schedule, meeting deadlines, providing timely solutions to users’ problems, and even staying calm when provoked by an irate client. Needless to say, disciplined support techs are more reliable and likely to succeed in their profession.
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Effective Prioritizing Effective prioritizing happens only when the support tech has good knowledge of all employeess roles in the organization, the priorities of the business and its overall nature. Support techs need to do everything they can in order to understand the business and prioritize their tasks and commitments as needed. 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. He also has to be not only willing but capable of performing all the required steps, even in a critical situation, fixing loose ends when called for. 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 an integral part of information technology, and for anyone who would like to remain productive in the field, it is important to pursue every chance to enhance their knowledge, whether through formal instruction or training, or just by asking questions from their coworkers or superiors. Logical and Creative Thinking Techs must apply a consistent, logical method in resolving computer issues. Even in the face of a new situation, the tech must be able to solve the problem, or isolate the problem conflict at least. To support logical thinking, the tech has to be capable of creative reasoning leaps if he tries logic alone and it does not work. Technology Inclination A tech who is not technology-inclined and merely thinks of his job as routine, will be less likely to remain updated with the latest developments, or have sustained interest in the job. A tech who is excited about technology is specifically important in a rollout, in which need to learn a new product to continue doing their jobs. This is the kind of tech who can actually encourage and reassure users, paving the way for a more positive relationship between company and client.