What are the duties of technical support?

As a Technical Support (Tech Support) Worker, you will be tasked with monitoring and maintaining an organisation’s computer systems and networks. You will be responsible for diagnosing any hardware or software faults with these systems and will solve the issues either in person or over the phone.

Technical Support Jobs include roles as Maintenance Engineers, Help Desk Operators or Applications Support Specialists. Since businesses simply can’t afford to be without individual workstations let alone its entire computer system, you have a pivotal role in the running of the company.

What Are The Main Responsibilities?

You will be right at the heart of matters as you need to deal directly with employees and customers who have technical problems such as trouble with their email accounts, forgotten passwords or viruses. Typical Technical Support responsibilities include:

• Installation & configuration of a company’s computer hardware operating systems and applications.
• Maintenance and monitoring of computer networks and systems.
• Logging the queries of customers and employees.
• Analysis of call logs in order to discover any underlying issues or trends.
• Diagnosing and solving hardware or software faults.
• Testing and evaluating new technology.
• Performing electrical safety checks on the company’s computer equipment.
• Responding to call-outs in a timely fashion.
• Following instructions, either written or in diagram form, in order to set up a system or fix a fault.

You could choose to provide after-sales support for software or equipment suppliers or businesses that specialise in providing customers with support and maintenance.

What About Work Environment & Schedule?

Your work schedule will depend entirely on the type of IT Support role you choose. For example, you’ll probably work shifts if you are involved in customer support. If you are supporting employees you’re more likely to work traditional 9-5 weekday hours.

If you are responsible for networks or hardware, you may need to lift heavy equipment and while the dress code is typically casual, you are still expected to dress smartly and professionally. Depending on the role, you may be required to travel and overnight absence from home may also be necessary on rare occasions.

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