IT support refers to specialized services that organizations offer to end users of computer-based technologies or applications. In simple terms, IT support provides assistance regarding specific technical issues with a particular product or service, and not offering training, provision, or modification of that product, or any other support services. A typical IT support function involves troubleshooting problems involving hardware, software, or server applications. There are many companies that offer IT support services in Canada.
The support specialists can solve many technical issues of a PC user or a network administrator.
The basic job of IT support specialists is to assist customers or businesses who purchase or use computers. The support specialists can be specialized in one or more types of IT support. These could include data recovery, software upgrading, antivirus removal, computer maintenance and upgrades, application compatibility, hardware troubleshooting and security fixes. The customer service personnel can answer questions related to PC functionality, networking, email, security, installation, maintenance, backup, and recovery.
IT support specialists can resolve various PC issues, including software problems. A typical IT support specialist helps resolve computer issues of all sorts, such as slow performance of computers, software conflicts, and data loss. Support specialists can also help fix system errors. The roles of a support specialist include troubleshooting hardware problems and installing upgrades for improved performance of PC computers. They can also make upgrades for computers or help users manage their data storage and Internet usage through the use of various tools. For larger organizations, computer support staff can even install antivirus programs on the company’s computers.
Some of the typical IT support roles include PC support, email support, hardware troubleshooting, antivirus support, and Internet troubleshooting. The IT support staff can also work as part of a larger team to provide solutions to specific it-related problems. For instance, they can provide solutions to problems in billing, payroll, accounting, data entry, training and design, and other it-related activities. Other support staff can help customize IT systems, resolve user problems, develop new systems, and provide consulting services to help small or mid-size companies enhance their IT systems. There are also consultants who can serve as an IT support technician, consultant, or agent for a particular company.
IT support is usually provided by on-call technician professionals who work for a specific company or organization.
On-site technicians usually work for small companies who have IT support departments. Technicians from an office service provider, such as an Office Services Company, are usually hired to provide technical support to small business owners.
Another type of IT technical support is off-site tech support. This is usually provided by a physical location that is distant from the business owner’s location. It is sometimes also provided by a person who works from home. In this case, there is no contract between the employer and the technician. Off-site technician support services may be required when a technician must travel to the location of the client to resolve technical problems, perform modifications, or upgrade client equipment.
- The different levels of IT technical support groups are broken down in three tiers.
- The first tier includes basic clerical technicians who can assist with everyday computer support issues.
- Technicians in this tier are usually hired on an hourly basis and receive fixed salaries according to the employer.
The second tier of IT technical support companies consists of certified technicians who receive an additional bonus for having passed an exam administered by the National Institute for Standards (NIST). The third and final tier consists of managed services technicians. Managed services technicians are employed by IT support companies and are paid an hourly wage and benefits. They receive a fixed salary and benefit package according to the employer. In addition to the salary, they are also paid for the hours worked. Technicians who have reached the third tier are typically assigned to several IT support company clients.