Technical Support In Faisalabad

    Technical Support In Faisalabad 2022

What is a Technical Support?

Technical Support is a position hired by a company to oversee and maintain their computer hardware and software systems. Their skills are an asset to the company, as they assist in resolving technical issues concerning customer's accounts or company software infrastructure. Technical Support will also support computer software integration by diagnosing and troubleshooting common problems. Employees holding this job title generally begin in entry level IT roles.
A high school diploma is required with a bachelor's degree in Computer Science or closely related degree being strongly preferred. Many companies also require certification in industry-specific networks or operating systems. Individuals with a strong customer service background and a positive outlook on problem-solving tend to excel in the Technical Support position.

Responsibilities for Technical Support

Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved

Act as the initial point of contact for all computer and system related concerns from clients or other employees

Assist management in creating training materials pertaining to computer troubleshooting and usage

Organize and file documentation pertaining to warranties and instructional guides for computer hardware

Maintain a working log detailing all required system updates, as well as the date of completion

Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems

Resolve technical issues related to network interruptions

Actively update, maintain and monitor all aspects of computer networks

Qualifications for Technical Support

A bachelor's degree in computer science or related technology field is preferred

Industry-specific certification in relevant computer languages or software may be required

1-3 years of relevant experience in a customer focused position involving technical knowledge of a company' s products and services

Professional written and interpersonal skills are essential when communicating with customers and clients

Ability to prioritize and manage several milestones and projects efficiently

Extensive experience working with different operating systems including Windows and Mac OS

Accept constructive criticism and customer feedback regarding their experience with software or IT services

Comfortable working in and assisting others through company help desk software, such as Zen desk in addition to other remote access desktop programs

Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

What Does Technical Support (Tech Support) Mean?

Technical support (tech support) refers to a range services companies provide to their customers for products such as software, mobile phones, printers, and other electronic, mechanical or electromechanical products. Technical support services usually provide users with help in solving some common problems rather than providing training on how to use the product.

Techopedia Explains Technical Support (Tech Support)

Technical support is usually delivered over telephone, via email, over chat (IM) or using special software or software extensions that the user can employ to directly contact tech support. Technical support representatives are very familiar with the ins and outs of the products for which they provide support. If there is a problem that cannot be solved by the tech support, it is escalated to the development team and logged as a bug that should be fixed by a future product update or the next product iteration.

There are a few key types of technical support:

Time and Material: This type of support is common in the tech industry. Also known as "break-fix" IT support, the payment of the materials and technician service charge falls upon the customer for a pre-negotiated rate.

Managed Services: This is usually given to large-scale customers rather than individual consumers. A list of well-defined services and performance indicators are provided to the customer on an ongoing basis for a fixed rate, which is agreed upon on contract. Services provided could be 24/7 monitoring of servers, 24/7 help desk and the like. This may include on-site visits when problems cannot be solved remotely.

Block Hours: This is a prepaid support system where the customer pays for a certain amount of time, which can be used per month or per year. This allows customers to use the hours flexibly without the hassle of paper work or multiple bills.