Technical support consultants help users resolve issues with hardware, software, networking, and peripheral devices. They may work in an office or travel to a user’s location. They troubleshoot problems and educate users on how to resolve them, often dealing with frustrated users.
Technical support consultants, also known as computer support specialists or system administrators, often help technology users resolve issues. Areas of responsibility may include hardware and software, networking, and peripheral devices such as printers. They may work in an office environment, supporting only company technology, or they may support technology used at home, such as Internet access. A consultant may receive support requests via phone, Internet chat, or email, and some also travel to a user’s home or business location to perform physical repairs on equipment.
Once contacted, a technical support consultant will typically use their troubleshooting skills to try to isolate the cause of the problem and educate the end user on how to resolve it. When receiving a telephone support request, a consultant generally must have good listening skills to eliminate non-essential information from the user’s problem description and focus only on what is necessary to determine the cause. Once this technical professional has narrowed down the cause of the problem, he will typically use test methods to identify the problem. The consultant will perform necessary repairs to the equipment or guide the end user through repairs over the phone.
Typical problems encountered by this individual could include computer viruses, equipment failure, or network connectivity issues. When supporting a business or user network, the consultant generally must be aware of security issues in order not to allow unauthorized access to the network, which could expose confidential information to third parties. Often, he or she will find that the cause of the user’s problem is simply user error, and the consultant may need to educate the user on the proper use of the technology to avoid future problems.
Working as a technical support consultant can be a rewarding way to help people who are often stressed and under deadlines, but these individuals also sometimes have to deal with frustrated and angry users. It can be important for a consultant to keep a level head and answer user questions calmly to help resolve the situation. It may also be important for the person to reassure the end user that their issue will be resolved in a timely manner.
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