What is IT support? IT support refers to various services which entities offer to end users of such technology products or online services. In layman’s terms, managed IT support provides guidance regarding specific technical issues with a particular product or service, and not offering customized support, provisioning or customization of that product, or any other support services for that matter. As with any service or technology, IT support also has its own nuances, which need to be considered and understood before using it in your organization. This article will be discussing what exactly IT support entails and how to identify an appropriate IT service provider.
To begin with, let us discuss what is the exact scope of IT support services.
The most obvious aspect is the IT support services pertaining to application hosting and maintenance. Application hosting is the provision of a server from which applications can be hosted. On the other hand, maintenance services deal with fixing any glitches that may arise in the application hosting platform itself.
Another aspect of IT support services is that of virtualization. Such services are increasingly becoming important as cloud computing gets more popular. In simple terms, virtualization involves the use of multiple software applications on a single server. Hence, it is used by many IT service providers to provide virtual support to their clients. While providing such cloud services requires considerable IT knowledge, cloud computing has a number of advantages over traditional hosting models. Among the most notable advantages include:
Providing IT support, also referred to as knowledge management, is very important. Knowledge management refers to the process by which IT personnel to maintain the availability of software applications and ensure their smooth functionality. Hence, the knowledge management process encompasses answering Frequently Asked Questions (FAQs) and assisting end users with issues that they may encounter. For e.g., an end user might be having a problem installing a particular software application, but the IT professional knows exactly how to conduct troubleshooting exercises that resolve the issue.
End users frequently face problems when they try to operate complicated software systems.
Hence, IT support takes the form of troubleshooting and application support. In this case, IT professionals help end users to install, configure, and configure network hardware and software applications. They also provide assistance when troubleshooting a specific problem, such as a connection failure, security issues, etc. IT support can also provide assistance to troubleshoot and fix a server that goes down. Generally, tiered technical support is divided into two tiers: the first tier refers to personnel who are located at the company’s head office and second tier consists of people based at remote locations.
When it comes to IT support, two types of personnel can be considered part of tier one team and the other – level two. First tier technicians are people who work from their desk jobs and level two technicians are those who work on a temporary basis for customer-specific tasks. It is understood that technicians working in the head office of a company possess more skills and are better skilled than those working at remote locations; however, this is not always the case. In order to remain competitive, many organizations now hire experienced individuals on contract or on level two.
- In order to qualify for a position in the first tier support group,
- An individual will need to have experience in troubleshooting different types of hardware.
- Usually it is stipulated that candidates who have been trained for troubleshooting a certain type of hardware
need to have extensive knowledge in that particular technology. For example, technicians employed by major companies will be trained to troubleshoot certain types of hardware and pass a written exam after completing their training to become a full-fledged technician.
One can also become familiar with IT support services by reading online articles. It is important that you pay special attention to the terminology used by technicians. The main objective of this article is to provide a clear and concise overview on the different types of terminology used in IT support services and to provide a starting point for potential candidates. There are many websites that have detailed information on the different types of terminology used in IT support services and one just needs to conduct a thorough research to know more about this. It is not compulsory for an IT technician to acquire extensive training before working as a part-time employee for a particular organization. On the contrary, many organizations today hire experienced individuals on contract who are given free rein to choose their assignments and work according to their own convenience.