Technical support consultants, also referred to as computer support specialists or systems administrators, assist technology users in resolving issues. Computer hardware and software, networks, and peripheral devices such as printers are all possible areas of responsibility. They may work in an office setting, supporting only that company’s technology, or they may provide home technology support, such as Internet access. A consultant may receive support requests phone, Internet chat, or e-mail, and some may also travel to a user’s home or place of business to perform physical equipment repairs.
When a technical support consultant is contacted, he or she will typically use troubleshooting skills to try to isolate the source of the problem and instruct the end user on how to fix it. When a consultant receives a telephone request for assistance, he or she must often use good listening skills to filter out non-essential information from the user’s description of the problem and focus on exactly what is needed to determine the cause. After this technical expert has narrowed down the source of the problem, he or she will most likely use testing methods to pinpoint the problem. The consultant will then perform any necessary equipment repairs or instruct the end user on how to perform the repairs over the phone.
Computer viruses, equipment failure, and network connectivity issues are all common problems for this person. When assisting a user or business network, the consultant must be aware of security concerns in order to avoid allowing unauthorized access to the network, which could expose sensitive data to outsiders. Often, the cause of the user’s problem is simply user error, and the consultant may need to train the user on how to use the technology properly to avoid future issues.
Working as a technical support consultant can be a rewarding way to assist people who are frequently stressed and under deadlines, but these professionals must also deal with frustrated and angry users on occasion. To help defuse a situation, it’s important for a consultant to keep a level head and calmly answer the user’s questions. It’s also crucial for the person to reassure the end user that his or her issue will be resolved quickly.