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Technology support technician responsibilities
A technology support technician generally works on maintaining communication networks, computer systems, and various other roles. In this part of the article, I will review the role and contributions of support technicians.
- Troubleshooting: The work requires identifying and solving technical problems quickly and efficiently. This may require using certain tools and following a set of procedures to reach solutions, so you must persevere in working continuously.
- Hardware Maintenance: You must also be proficient in maintaining desktop and laptop computers, as well as printers and other peripherals. In general, you must master the maintenance of all devices connected to the Internet.
- Software Support: Other responsibilities include troubleshooting and fixing errors in applications, programs and operating systems, and providing a guideline on how to work.
- Network Support: Assisting the team in resolving network problems, including connection issues, VPN setup and basic network configuration.
- Security and Protection: Security is primarily entrusted to support technicians as they are the most experienced people in this field, and the necessary protection is achieved by following security protocols and policies.
- Remote Support: Remote assistance is provided to users who may work in remote locations. Using remote desktop tools and communication programs programmed for this purpose.
- Documentation: Procedures, FAQs, and knowledge base articles should be documented to help solve problems and educate the user. All of this information is kept in special records and displayed to users. This is called IT inventory.
- Customer Service: Provide excellent customer service by communicating effectively, managing user expectations, and showing patience and empathy when dealing with technology-related frustrations.
Technology Support Technician Skills
- Familiarity with various operating systems (e.g., Windows, macOS, Linux) and software applications.
- Knowledge of basic cybersecurity principles and practices to help protect an organization’s IT assets.
- Excellent verbal and written communication skills to interact with users and explain concepts without jargon.
- Dealing with users of varying technical proficiency often requires patience and a willingness to provide step-by-step guidance.
- Ability to provide effective support via phone, email, or chat.
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VLANs.
- Ability to analyze problems, identify root causes, and implement effective solutions.
- Effectively prioritize and manage multiple support requests to meet Service Level Agreements (SLAs).
What is a technology support technician's salary?
A technology support technician's salary varies greatly depending on factors such as location, experience, education, certifications, and the specific industry or organization they work for.
- Entry Level: Entry-level technology support technicians with little or no experience may earn an annual salary ranging from $30,000 to $50,000. This can vary depending on the location and complexity of the role.
- Mid-level: technology support technicians with a few years of experience and perhaps some relevant certifications (such as CompTIA A+ and CompTIA Network+) can typically earn between $50,000 and $70,000 per year.
- Experienced: Technology support technicians with many years of experience, a strong skill set, and advanced certifications (e.g., CompTIA Security+, Microsoft Certified Desktop Support Technician) can earn salaries ranging from $70,000 to $100,000 or more.
- Specialized roles: Some technology support technicians specialize in areas such as network support, cybersecurity, or cloud computing. These professionals often earn higher salaries, especially with advanced certifications in their chosen field.
Measuring the effectiveness of IT support
The effectiveness of the support team can be measured through a set of methods and techniques. Through this measurement, the owner of the institution or company can know the performance of the team and the extent of customer satisfaction with it. It can also diagnose and solve beginners' mistakes. In this part of the article, you will be able to measure the quality of your team. Here are a set of metrics that must be applied.
Ticket Accumulation: The more pending requests without solutions provided by the support team, this is a negative indicator, which may indicate their laziness in solving customer problems.
Ticket Cost: By dividing the total monthly operating costs, you must monitor the price of executing the request by the team so that you remain committed to your pre-determined budget, and so that you do not suffer from a shortage of resources.
Average Time to Resolve (MTTR): How long does it take your team to solve a specific problem? Based on this, you must come up with a monthly percentage for solving problems and see if your team is quick to solve problems. This will enhance the company's reputation and increase the chances of investing time correctly.
Resolution Rate (FCRR): After a specific problem is solved, this solution must be followed up and whether it was actually appropriate for the specific problem. This measure enhances the company's efficiency and makes its growth opportunities faster and better.
User Satisfaction: It is necessary to take the opinions of customers and clients and know the extent of their happiness and satisfaction with the service provided by your support team, by knowing the extent of their response when requesting assistance.
Software Asset Utilization Rate: This metric shows how much software and licenses are being used.
Lost Work Hours: These are hours lost due to technological or technical errors caused by a team member, or may be caused by the support team’s failure to anticipate potential problems.
Change Success Rate: This metric indicates the effectiveness of new changes or newly installed systems, and also identifies new processes that have failed.
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