IT support technicians are professionals who sit behind their computers solving problems affecting the business, clients, and organisation. A help desk administrator resides in the IT department and manages information systems.
IT Support technician workloads vary as some days there is more work while other days have little work. When the workload is less, the support technicians keep busy replacing batteries, tearing down PCs and taking their RAM and replacing other parts like keyboards and mice, among others.
Anything can happen in the IT support environment from setting up client site details to repairing computer failures. The technicians oversee company services and ensure they are handling everything efficiently. They fix printer problems, manage LAN, and monitor network usage and efficiency. When there is a phone line problem, the IT support technicians handle the issues. Sometimes they improvise along the way and use analogue cabling.
They check new tasks requiring their attention and communicate to their clients through phone calls or email service to know the nature of their problems. They network the computers, solve the problem from their end, and give the clients instructions on how to proceed to restore services. The technicians use automatic alerts to inform them of issues requiring their attention. In the event the client is experiencing a system failure, they remotely log-in to the customer’s server and initiate an immediate backup of data for security reasons before fixing the problems.
The support technicians spring into action immediately when the server goes offline. An offline server is a big problem to the business as it can affects major services.This prompts the experts to call the clients immediately and inform them of the problem before handling the issues to bring the server back online. Power outages are common and can overstretch the server. The technicians monitor power usage and advice accordingly.
Some days, there is little work, so the technicians examine the help desk and prioritise alerts. Some issues are easy to resolve by simply resetting the system and making updates to the systems. The experts fix error messages on client computers. They ask the customers to email the screenshot of the error message, which they use to identify the problem before remotely connecting to the client’s computer and fixing the problems.
Other jobs include replacing faulty routers, modems and drive to client offices to fix problems that require onsite attention. They configure internet services and fix all issues including WIFI connection. Phone calls hardly stop ringing, as the day can be very busy. However, you can take your breaks and eat something to energise you and keep you fresh.
Sometimes they get calls from users having problems with passwords, which require resetting. They install software updates and remove redundant software from the systems. They run a thorough system check, repair all inconsistencies, and make replacements and updates of software where necessary. A tech support company will provide vendor management services on third party software. They conduct thorough research and testing before recommending new tech software to their clients.
A day in the life of an IT technician can be varied and some times difficult! Overall, most technicians enjoy their jobs and it leaves them feeling good at the end of their workday.
Do you fancy becoming an IT technician? Let us know below.
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