How do you become a first level support technician?
Applicants in the field have
generally completed IT training, for example a degree in Computer Science, IT,
Engineering or Technology is a common requirement.
In addition to the technical
requirements, you should also feel comfortable in the customer service field
and possibly have several years of professional experience in this area.
It is also important that first
level support is committed to expanding their knowledge through continuous
training, courses or certifications. Nothing is faster than the IT industry.
New systems constantly bring new problems and these require new solutions.
Salary
The wage outlook for a senior
support agent tends to drop between $ 30,000 and $ 40,000. Some employers are
also willing to reward the best skills with a higher salary of up to $ 70,000.
Skills of a service desk support : Since the role of the help desk
agent is direct contact with customers, it is essential to be able to connect
with people, understand their problems, questions or concerns and be able to
provide clear solutions.
It takes a certain combination of
skills, character and soft technical values to create an excellent career in the
help desk and / or support.
Important skills for technical
support specialists include:
- Excellent communication skills
- Troubleshooting and troubleshooting
- Ability to clearly explain technical information.
- Ability to prioritize and perform multiple tasks efficiently
- Knowledge of call location applications.
- Collaborative Team Spirit
- Analytical and process-oriented approach
- Ability to learn new software and hardware.
- Attention to detail and organizational skills.
- Ability to perform diagnostic tests.
- Ability to create case notes and error records.
- Good improvements in the identification process.
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